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Absent Member.
Absent Member.
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How to save clock based on each Assignee change individually

Hello,

I am using HP SM 9.41 codeless. I want to set the clock for each individual assignee change, so that I can track how many minutes each of them have spent to resolve the particular call. I have seen that there is a clock file in the db. But i could not use it properly. 

It will be much helpful, if somebody helps me out of this.

 

Thanks in advance,

Satanik.

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Acclaimed Contributor.
Acclaimed Contributor.

Re: How to save clock based on each Assignee change individually

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Outstanding Contributor.. Outstanding Contributor..
Outstanding Contributor..

Re: How to save clock based on each Assignee change individually

You can add a call to the apm.start.clock and apm.stop.clock RAD, in a RuleSet or formatctrl or wherever you'd like, occurring conditionally on assignee change. You'll want to feed it the name, query, and prompt parameters.

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Absent Member.
Absent Member.

Re: How to save clock based on each Assignee change individually

I have read the sm help guide and checked the same in the tool that, if I search in clocks table, I can see some incident calls with the information like, time locked by operator, open time, close time etc. How can I add a new clock (according to smhelp) and attach in pmstatus table ?

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