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The standard key field ‘totalTime’ always returns the SR# and not the Total Activities time (sum of the time in SR’s activities). Please fix/advise.

 

REST API Return Values

e{"id":"226","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":226,"valueClass":"","valueCaption":"226","keyCaption":"Total Activities time"}]},{"id":"303","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":303,"valueClass":"","valueCaption":"303","keyCaption":"Total Activities time"}]},{"id":"781","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":781,"valueClass":"","valueCaption":"781","keyCaption":"Total Activities time"}]},{"id":"1950","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":1950,"valueClass":"","valueCaption":"1950","keyCaption":"Total Activities time"}]},{"id":"2010","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":2010,"valueClass":"","valueCaption":"2010","keyCaption":"Total Activities time"}]},{"id":"42936","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":42936,"valueClass":"","valueCaption":"42936","keyCaption":"Total Activities time"}]},{"id":"42942","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":42942,"valueClass":"","valueCaption":"42942","keyCaption":"Total Activities time"}]},{"id":"74700","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":74700,"valueClass":"","valueCaption":"74700","keyCaption":"Total Activities time"}]},{"id":"372237","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":372237,"valueClass":"","valueCaption":"372237","keyCaption":"Total Activities time"}]},{"id":"376143","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":376143,"valueClass":"","valueCaption":"376143","keyCaption":"Total Activities time"}]},{"id":"419407","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":419407,"valueClass":"","valueCaption":"419407","keyCaption":"Total Activities time"}]},{"id":"451732","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":451732,"valueClass":"","valueCaption":"451732","keyCaption":"Total Activities time"}]},{"id":"480235","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":480235,"valueClass":"","valueCaption":"480235","keyCaption":"Total Activities time"}]},{"id":"517033","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":517033,"valueClass":"","valueCaption":"517033","keyCaption":"Total Activities time"}]},{"id":"545467","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":545467,"valueClass":"","valueCaption":"545467","keyCaption":"Total Activities time"}]},{"id":"564050","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":564050,"valueClass":"","valueCaption":"564050","keyCaption":"Total Activities time"}]},{"id":"725931","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":725931,"valueClass":"","valueCaption":"725931","keyCaption":"Total Activities time"}]},{"id":"768735","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":768735,"valueClass":"","valueCaption":"768735","keyCaption":"Total Activities time"}]},{"id":"799867","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":799867,"valueClass":"","valueCaption":"799867","keyCaption":"Total Activities time"}]},{"id":"840229","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":840229,"valueClass":"","valueCaption":"840229","keyCaption":"Total Activities time"}]},{"id":"868165","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":868165,"valueClass":"","valueCaption":"868165","keyCaption":"Total Activities time"}]},{"id":"885283","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":885283,"valueClass":"","valueCaption":"885283","keyCaption":"Total Activities time"}]},{"id":"895285","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":895285,"valueClass":"","valueCaption":"895285","keyCaption":"Total Activities time"}]},{"id":"907744","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":907744,"valueClass":"","valueCaption":"907744","keyCaption":"Total Activities time"}]},{"id":"917806","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":917806,"valueClass":"","valueCaption":"917806","keyCaption":"Total Activities time"}]},{"id":"966087","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":966087,"valueClass":"","valueCaption":"966087","keyCaption":"Total Activities time"}]},{"id":"984930","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":984930,"valueClass":"","valueCaption":"984930","keyCaption":"Total Activities time"}]},{"id":"992523","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":992523,"valueClass":"","valueCaption":"992523","keyCaption":"Total Activities time"}]},{"id":"992541","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":"{"key":"totalTime","value":992541,"valueClass":"","valueCaption":"992541","keyCaption":"Total Activities time"}]}

Hi @FelixTheCat,

this is actually an open bug that we have - 15125.

I do not have an estimation as to when it will be fixed but we are aware of it.

 

 

Thanks @Sela Weinrob. Do you have any workaround for it? I tried to output activities to manually get the ‘Total Activity Time’ but it is not working also. Filter I used is field=id,activities but only id is being returned. Without any field filters, activities is being returned.

 

Query

https://*.sysaidit.com/api/v1/sr?status=10&fields=id,activities&assigned_group=38

 

Result

t{"id":"2439881","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":,]},{"id":"2530668","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":,]},{"id":"2535072","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":,]},{"id":"2535402","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":,]},{"id":"2548677","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":,]},{"id":"2548793","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":,]},{"id":"2548824","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":,]},{"id":"2548882","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":,]},{"id":"2549295","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":,]},{"id":"2549872","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":,]},{"id":"2550333","canUpdate":true,"canDelete":false,"canArchive":false,"hasChildren":false,"info":,]}]

@FelixTheCat  let me know what account you are part of in DM and I will add you to this bug, thanks

Thanks @Sela Weinrob. Do you have any workaround for it? I tried to output activities to manually get the ‘Total Activity Time’ but it is not working also. Filter I used is field=id,activities but only id is being returned. Without any field filters, activities is being returned.

 

@FelixTheCat unfortunately the only thing that I can think of is exporting it to a csv file from the Service Desk → Activities page after filtering to a specific ID and then using the “AutoSum” feature of Excel to get the results.

I would have suggested to use our reports module but we also have a bug there with the activities time so you can’t really count on it currently.

Hopefully both will be fixed soon. 

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