Your dilemma is not an uncommon one. Unfortunately there is currently no built-in method for someone to "stop the clock" to account for delays that are out of the hands of the assigned technician. The time to complete a ticket is simply taken from the time it was opened until the time it was closed. A new status may work for you, but then again, it wouldn't be hard for the technicians to simply change the status to "Feedback" whenever they felt like it to help pad their stats. :-)
At any rate, the information displayed under the Audit Trail tab of the work orders is actually taken from a few different tables and it isn't easy to extract the data.
These are the tables that you would need to link together:
DbChangeLogValue (linked to DbChangeLog by DBChangeLogID)
DbChangeLogColumn (linked to DbChangeLogValue by DbChangeLogColumnID)
The columns you may be the most interested in would be:
DBChangeLog.PkValue (work order number)
DBChangeLog.CreatedTime (date/time that a change was made)
DBChangeLog.PrincipalName (technician that made the change)
DBChangeLogColumn.TableName (you would want records associated with the TASKS table)
DBChangeLogColumn.InsertUpdateDeleteCode (type of change that was made; insert, update, or delete)
DBChangeLogValue.StringValueNew (new value that was set. For example, if the status is changed)
Not entirely easy to put it all together but if you know how to code and run SQL queries maybe the information above will help get you going.
Thanks for that. Yes, I realise that the feedback option may be abused so am watching it closely.
I am ok with SQL and creating a new Crystal report based on the table information supplied.
Thanks very much for your help.
No problem. Hopefully that will allow you to extract the data that you want. That is something that many others do ask about.
Just curious Chris: since this is, as you say, "something that many others do ask about", and clearly a much requested and needed function, are you able to say whether this feature is being seriously considered for inclusion any time soon?
Unfortunately I am not certain on the timeframe, but the good news is that it is indeed something that is being seriously considered for inclusion in a future release.
People ask for variances of this type of feature for different reasons. We seriously consider all feature requests and prioritize them based on the # of users who ask for them. Unfortunately, I cannot give a timeframe because the order of priority for items like this changes all the time.
Well, ok, I know you guys "seriously consider all feature requests" - it would be foolish not to listen to the users. But what I meant was "is there any way to tell whether this is up there in the priority count, and likely to be included in a near-future release, or is this something that just a couple of nit-pickers asked, and will be included sometime within the next 150 years?". I am assuming that this is a "much requested and needed function", because I would love to see it, but there's no way to really know - other than trying to sneak the question to the development team!
Unfortunately, we cannot give specifics. Being a public company, we cannot give specifics on release dates for features because it could affect revenue recognition of purchases. It is unfortunately very complicated.
It will definately be some time between now and 150 years from now though.