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  1. LouiseR

    reassigning calls in Heat

    Hello I have set up a business rule that uses an autotask to send an email (using MS Outlook) to an assignee when an assignment is created for them. Does anyone know how I can reassign a call if necessary and email the new assignee with the details? I can reassign the call ok, but the email...
  2. LouiseR

    HEAT: Hours of Operation

    Sorry! 9am to 6pm (day 1) = 9 hours, then 7am to 3pm (day 2) is 8 hours which is 17 hours in total. Louise
  3. LouiseR

    HEAT: Hours of Operation

    Hi Richard I meant 9am to 6pm (day 1) = 9 hours, then 7am to 3pm (day 2) is 6 hours which is 17 hours in total. Where do I set up the resolution time to take into account the helpdesk hours? When calculating the time the call has been open, can I set this to take into account the helpsdesk...
  4. LouiseR

    HEAT: Hours of Operation

    Hello If the hours of operation are set at 7am to 6pm and a call is opened at 09:00 yesterday, closed at 15:00 today, is the total time the call is open 17 hours (based on hours of operation) or is it based on the 24 hour clock? Does the Maximum resolution time take the hours of operation into...
  5. LouiseR

    FrontRange Heat v 7.0

    Thankyou- I will! Louise.
  6. LouiseR

    FrontRange Heat v 7.0

    Hello Does anyone know of any forums I can join for for Heat configuration? Thanks, Louise.
  7. LouiseR

    When to archive second archived log destination?

    Hi I am new to Oracle and I am trying to introduce a second archived redo log destination. Setting this up is all fine, but I am looking for advice on how and when to archive the archives. Do I simply delete the second destination archived logs after a few days, or is it more advisable to keep...
  8. LouiseR

    cumulative totals

    Thanks very much lbass! Worked a treat- I'll remember that trick! Louise.
  9. LouiseR

    cumulative totals

    Sorry, I meant Top N. The group sort expert item is greyed out from the report menu as is the icon. Louise.
  10. LouiseR

    cumulative totals

    Hi synapsevampire I have tried this, but the group n function does not seem to work with running totals- the icon is greyed out and the running total does not appear in the drop down list. Also, do you mean to have 2 groups, the first on Cause and the second on application? Thanks Louise.
  11. LouiseR

    cumulative totals

    What I ultimately want to do is get a top 10 of cause and application together based on the formula, eg Program Antivirus has 3 entries then Program error Apps has 2 entries etc. Thanks very much Louise.
  12. LouiseR

    cumulative totals

    Hello Here'a wee example of what I am looking for, formula column is the result of the formula you gave, req'd is what I would like to be held in the total: Cause Application formula req'd Program error Anti-Virus 1.00 1.00 Program error...
  13. LouiseR

    cumulative totals

    Hi again I don't think I've explained myself properly: if the next record is the same as the current one, total=1, if the next one is the same again total =2, etc. Then, if the next record is not the same as the previous, total = 0. The formula given, just gives a series of 1s. Thanks again...
  14. LouiseR

    cumulative totals

    P.S. This is what I have tried so far.. local numbervar total:=1; if ({CallLog.Application}= Next ({CallLog.Application})and {CallLog.Cause} =Next ({CallLog.Cause})) then total:= total+ 1 else if ({CallLog.Application}<> Next ({CallLog.Application})and {CallLog.Cause} <>Next...
  15. LouiseR

    cumulative totals

    Hi I am trying to calculate a running total that resets if a criteria is not met, i.e if the next value of a field is the same as the current one, then add one to a total, if the value is not the same, then reset the total to zero. Can anyone help? Thanks, Louise.
  16. LouiseR

    how to get dates of specific days??

    Thanks a million.
  17. LouiseR

    how to get dates of specific days??

    How do I find out the date of one week past on Monday in Crystal reports? I need to be able to run a weekly report on any day of the following week, so I am trying to set up a range- start date (Monday of previous week) and end date (Friday of previous week) to test my data against. I hope I...

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