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Update BilledServiceUnits when close an incident RRS feed

  • Question

  • Hi all, in my company we using MSCRM 3 to track incidents.
    We saw that whenwe close an incident the BilledServiceUnits in the table IncidentBase is not updated.
    Can somebody help us please?

    TIA
    Bye
    Andrea
    Tuesday, July 21, 2009 8:18 AM

Answers

  • I have experience but I haven't played with this for about 6 months. I set up dynamic Excel reporting for a client so they could report on these fields. As my memory serves me, the total time is not captured, however you can reconstruct it from the appropriate sub-acitivities. The billable time is captured on the filtered view for the incident response which is called something like FilteredIncidentResponse using the ActualServiceunits field.

    Leon Tribe
    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/
    or hear me tweet @leontribe

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    Thursday, July 23, 2009 8:22 PM

All replies

  • I think the field you're after is actualserviceunits. <insert obligatory warning about hitting the base tables directly>

    Leon Tribe
    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/
    or hear me tweet @leontribe

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    • Proposed as answer by Leon TribeMVP Tuesday, July 21, 2009 9:39 AM
    Tuesday, July 21, 2009 9:39 AM
  • Both fields "ActualServiceUnits" and "BilledServiceUnits" are always empty, for all records in the table IncidentBase.
    Are these fields populated by the CRM or we have to populate with any function or db trigger?

    TIA
    Bye
    Andrea

    Tuesday, July 21, 2009 10:50 AM
  • See what they look like in the filtered views. Perhaps the base table fields are legacy placeholders.

    Leon Tribe
    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/
    or hear me tweet @leontribe

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    • Proposed as answer by Leon TribeMVP Tuesday, July 21, 2009 11:14 AM
    Tuesday, July 21, 2009 11:14 AM
  • I think it's better that I'm trying to expain to you what we need to do.

    At the end of each month we have to create invoices for every customers that "open" an incident.
    So, we are analizing the CRM engine.

    We saw that when we close an incident a form appear, showing the Total Time for the incident (readonly) and asking the Billing Time (drop down editable).
    We thought that these informations are writing in the fields "ActualServiceUnits" and "BilledServiceUnits" by CRM engine.

    Can you help us, please?

    Andrea

    Tuesday, July 21, 2009 1:04 PM
  • The resolutions are in their own table (incident resolution?). This is where the information will be written.

    Leon Tribe
    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/
    or hear me tweet @leontribe

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    • Proposed as answer by Leon TribeMVP Tuesday, July 21, 2009 9:43 PM
    Tuesday, July 21, 2009 9:43 PM
  • So, you don't have experience in this issue. Right?

    TIA
    andrea

    Wednesday, July 22, 2009 9:57 AM
  • I try to summarise the situation: I close a ticket with Actions, Resolve case --> open the Close Incident form:
    Total time is readonly show the total time for the activities of the ticket. For example 30 minutes.
    Billable time: for example 45 minutes
    Push OK Button

    I would expect that fields "ActualServiceUnits" and "BilledServiceUnits" would populate respectively with 'Total time' and 'Billable time'.


    Thanks again
    Andrea
    Wednesday, July 22, 2009 3:08 PM
  • I have experience but I haven't played with this for about 6 months. I set up dynamic Excel reporting for a client so they could report on these fields. As my memory serves me, the total time is not captured, however you can reconstruct it from the appropriate sub-acitivities. The billable time is captured on the filtered view for the incident response which is called something like FilteredIncidentResponse using the ActualServiceunits field.

    Leon Tribe
    Want to hear me talk about all things CRM? Check out my blog
    http://leontribe.blogspot.com/
    or hear me tweet @leontribe

    Want to hear me talk about all things CRM? Check out my blog http://leontribe.blogspot.com/ or hear me tweet @leontribe
    Thursday, July 23, 2009 8:22 PM