Report on actual time spent on incident

[Suresh Kumar8]

HI All,

I have requirement where I need a report on the incidents:

1) An agent spent time on an incident from create to resolve which excludes the on hold state.

Request your valuable inputs on this.

Thanks

[AndersBGS]

Hi @Suresh Kumar8 ,

Two options since you have stated "An agent spent time on an incident ". If the "An agent spent time on an incident " is actual time and not just opened to resolve minus on hold, then I would recommend you to look into the time worked. 

If the "An agent spent time on an incident " is just from open to resolve minus on hold, then I would recommend you to create an SLA/OLA to have the correct time tracking. Here you can set pause and resume conditions.

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

best regards

Anders