This field cannot be summarized 2

[ReportGuy]

Crystal Report 9.0, against an DB2 database.

I'm working on an SLA compliance report, where I need to sum the amount of time a person owned a ticket. I'm using two tables, one table identifies the ticket as belonging to a group, and another table keeps tracked of the duration of time each group owned it.

Therefore, I created the formula below to sum up the time a person owned a ticket and if that time (in seconds) is greater then a set amount (based on severity) it is within compliance or out of compliance.


if {Severity} = 1 and sum({Duration}, {Case ID} > 3600 then 1
else if {Severity} = 2 and sum({Duration}, {Case ID> 7200 then 1
else if {Severity} = 3 and sum({Duration}, {Case ID}) > 14400 then 1
else if {Severity} = 4 and sum({Duration}, {Case ID}) > 28800 then 1
else 0


This formula works well and it flags the tickets that are out of compliance, but I'm unable to sum it up the agent level. When ever I try to sum up this formula, I get an error message "This field cannot be summarized". I think this is due to the fact I have to sum the duration time by each ticket, but I don't know how to work around it.

My expected out is:

Agent # of Cases # Out of Compliance %
Jim Jones 50 32 64%

My question is, can I change something in the formula so I can sum it up? If not, what do I have to do to achieve this output.

 

[lbass]

Create three formulas:

//{@reset} to be placed in the agent group header:
whileprintingrecords;
numbervar agenttot := 0;

//{@accum} to be placed in the Case ID group header or footer:
whileprintingrecords;
numbervar agenttot := agenttot + {@yourformula};

//{@display} to be placed in the agent group footer:
whileprintingrecords;
numbervar agenttot;

To calculate the percentage, create a formula:
whileprintingrecords;
numbervar agenttot;

agenttot % distinctcount({table.caseID},{table.agent})

-LB