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    Include seconds for the Rel_due (incidents.rel_due)
    Idea posted April 10, 2017 by Guy Van Ranst.Regular, last edited August 15, 2018 by eleepHero, tagged Agent Desktop, Reporting, System Admin and Configuration 
    26 Views, 1 Comment
    Title:
    Include seconds for the Rel_due (incidents.rel_due)
    User Story / Description:

    As a service organization, i need seconds to be included in the incidents.rel_due field so that I can correctly report on my response time SLA. Currently seconds are just cut-off. Meaning that when i have a comitted response time of 10 minutes there is a 10% fault margin when i use the out-of-the box field incidents.rel_due.

     

    Comment

     

    • Sebastiaan

      You can include seconds but they are default on 00
      Right click your column that is using incidents.rel_due and choose Edit Format. Then in Date Format, change this to Custom and use the following Format String:.
      %Y-%m-%d %H:%M:%S

      The %S will include seconds. I did the same with incidents.created (as to validate the data) and while incidents created does show the seconds it was created, the rel_due is stuck on 00 making me believe that the system will see this as expired which is exacly as you described. You mention "Out of the box" so I guess you are using a custom field and a business rule already as a work around? (see screenshot)