How to calculate the Resolved time of an incident

[Alon Grod]

How can I calculate the the total time resolved time of an incident excluding the time that the incident was on 'On Hold' state

[Samaksh Wani]

Hello @Alon Grod 

Generally SLA Definition have pause condition as State=On Hold.

You can have an SLA for Resolution and there you can set Start Condition as "State=New OR Active=True" , Pause Condition as "State=On Hold" and Stop Condition as "State=Resolved".

Now the Task SLA of any Incident will show Resolved time excluding On Hold time in "Business Elapse Time" field as below:

Plz mark my solution as Accept, If you find it helpful.

Regards,

Samaksh

[Alon Grod]

@Samaksh Wani how do i get to the sla that responsible for resolved time?

[Samaksh Wani]

Hello @Alon Grod 

Navigate to All > Service Level Management > SLA > SLA Definitions.

Click New.

The SLA Definition form is displayed.

Plz make my solution as accept, If you find it helpful.

Regards,

Samaksh

[Alon Grod]

@Samaksh Wani  hi, what should I fill in this part?