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 

In this situation, SLA is easy to implement.

But if you want alternative way, you can also try using Metric definition and generate  report on that.