Modify the SLA business duration calculation

[Joe Taylor]

I have a requirement to make a new type of MTTR report.

The OOTB report uses the "Business Duration" calculation.

Ticket opened to Ticket Closed - SLA duration.  (Timer pauses for "On Hold", "Resolved", Nights/Weekend, Business Holiday Calendar.)

This works just fine.

However, I need to create a second report, which uses a slightly different calculation:

Ticket opened to Ticket Closed - {modified SLA Duration}  (Timer pauses for "Resolved", Nights/Weekend, Business Holiday Calendar.)  Basically not removing the time it's "On Hold" from the other pauses.

What's the best way to do this?

[AndersBGS]

Hi @Joe Taylor ,

Create a new SLA according to your requirement and create a new report similar to the one OOTB.

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

Best regards

Anders