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)
11-27-2022 02:19 AM
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.
