calculate incident resolve time without onhold time in reports

madhu25
Tera Contributor

‎11-25-2022 09:41 PM

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)

 

 

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5 REPLIES 5

anubhavritolia
Giga Sage

‎11-26-2022 01:54 AM

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".

 

AnubhavRitolia_0-1669455867698.png

 

AnubhavRitolia_1-1669455908242.png

AnubhavRitolia_3-1669455975647.png

 

 

 

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

 

AnubhavRitolia_5-1669456254527.png

 

 

Then generate report as below or based on your requirement:

 

AnubhavRitolia_6-1669456434628.png

 

 

Ishaan Shoor
Mega Sage
In response to anubhavritolia

‎11-26-2022 05:35 AM

Good one! 

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anubhavritolia
Giga Sage
In response to Ishaan Shoor

‎11-26-2022 06:20 AM

Thanks @Ishaan Shoor 

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madhu25
Tera Contributor

‎11-26-2022 08:48 PM - edited ‎11-26-2022 08:50 PM

Thanks for your reply @anubhavritolia 

Can we implement without sla creation? 

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