Actual Response and Completion
There are two methods for calculating the actual response and completion date/times.
- Status based – Take into account the date/time of a response or completion status change. This is the most common method of setting actual response and completion date/times.
- Labor based – Take into account the beginning and end time of labor records. This is less common for capturing actual response/completion and it requires diligence to start/end times on work requests.
The method is controlled by your system administrator from the logbook administration page. A description of the calculations for both methods is defined below.
Setting Status based response and completion times are based on hidden flags associated with work request statuses that are set by your system Super Administrator. These flags include:
- IN PROGRESS – Flag used to set the Actual Response. Example status values might be Investigating, Researching, Working, or In Progress.
- WORK COMPLETE – Flag used to set the Actual Completion. Common statuses that have this flag set to Yes include Complete or Closed.
Setting labor based response and completion times require labor records to be entered in on each work request. Prior to labor records being entered in, the actual response and completion time will not be populated. Below is an example of a labor record and the Actual Response Time and Actual Completion.
- Actual Response – the first time reported in the labor record (8/19/2008 1:00 PM)
- Actual Completion – is the last date/time reported in the labor record. (8/22/2008 1:00 PM)
Note:
The Act Response and Act Completion values are set based on the labor records when the status has a value of Work Complete or Closed. After that time, if labor records are entered, the values are not recalculated.
When the request is put into a status of Work Complete or Closed, the earliest response and completion time cannot be in the future. If any of the times are in the future, then the current date/time will be used for the actual response or actual completion.
Once labor is posted and the work request is closed, subsequent changes to the closed work request will NOT change the actual completion times. When using Labor based Hours for Actual Response and Actual Completion, if the work request is in a status that is Work Complete or Closed, to recalculate the response/completion time you must reopen the request.
- Actual Completion – When the work request is reopened any previous completion time is deleted. The new completion time is taken from the labor entry, unless the that time is in the future, in which case the completion is set to the current date/time.
- Actual Response – When the work request is reopened, the earliest labor entry date/time is used. If the new labor entry is later than the original value, the original value is retained.
Setting Status-Based Actual Response and Actual Completion