I've been digging online for a while but haven't made many inroads on something I'm curious about: We have a 'meter' that keeps tabs on our aging incidents. After seven days of an incident being open, it sends the incident to a service manager for additional review and feedback. I'm curious to know how we can integrate some sort of logic into this so that we're measuring only in "BUSINESS DAYS". Right now, Saturdays/Sundays & Holidays are counting against the seven day meter. So, if a ticket is open on a Wednesday, by next Tuesday it's already considered seven days old. Why should we be judged against a day/days when NO ONE in the company is even working? Any thoughts would be welcome, even if it's a 'no dice' to the logic being available at this time.
