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

[AndersBGS]

Hi @Alon Grod ,

You need to create a SLA which can put the counter on pause when on hold is selected on the record.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[AndersBGS]

Hi @Alon Grod ,

if my answer has helped with your question, please mark my answer as accepted solution.

best regards

Anders