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

[Alon Grod]

@Samaksh Wani 

[Samaksh Wani]

Hello @Alon Grod 

Plz mention the name of the SLA, you want to give.

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

Regards,

Samaksh

[Alon Grod]

@Samaksh Wani this sla should take care of the resolved time excluding on hold state. What should I fill in all of these fields?

 

[Alon Grod]

@Samaksh Wani ?

[Samaksh Wani]

Hello @Alon Grod 

Name should be anything,

Schedule Source : No Schedule,

Duration : You can give max time accordingly.

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

Regards,

Samaksh