Using contact.time

[jhahn1234]

I was wondering the best way to use the contact.time field.



We have a centralized helpdesk and currently contact.time is required, but since all tickets go throught the helpdesk contact.time is based on how long it took helpdesk to respond to the ticket. I would like some type of validation that would make the assignment group that the helpdesk sends the ticket to, to be required to fill in contact.time that way we can see the response times for the different groups. Is there an easy way to do this?

[dajfiel]

One way is as follows;



On display of the record use format control to populate a variable with the current Assignment Group, or the HELPDESK if it is currently null.



$AG=nullsub(assignment in $file, "HELPDESK" )



On update or add use the the following condition;



(assignment in $file ~= $AG) and $AG="HELPDESK"



to run the following line;



contact.time in $file=tod()