calculate incident resolve time without onhold time in reports

[madhu25]

Hi All,

How can we calculate incident resolve or close time without Onhold time in reports.

opend at:10:00 AM

Onhold at:11:00AM

In progress: 11:15AM

Resolved:11:30 AM

Total time: 1hr+15min(exculding onhold to inprogress)

[AnubhavRitolia]

Hi @madhu25 

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:

Then generate report as below or based on your requirement:

[Ishaan Shoor]

Good one! 

[AnubhavRitolia]

Thanks @Ishaan Shoor 

[madhu25]

Thanks for your reply @AnubhavRitolia 

Can we implement without sla creation?