Create a report based on working hours

[Terence Riley]

We're trying to create a report that shows the total time it took to resolve a case based on working hours.  For example. our working hours are 8am to 5pm. A case was opened at 4pm, and the case was resolved at 10am the next day.  The total time to resolve the case would be 3 hours.

[Jaspal Singh]

Hi Terence,

Considering you have SLAs associated that start, stop and pause on conditions you can try reporting on the Task_SLA table and look for Business Elapsed Time.

In case, the SLA conditions (stop and pause) don't work then you might need to create a BR that takes scheduled time and calculates the time from open to close.

[AndersBGS]

Hi @Terence Riley ,

You can make a solution to this by creating a SLA definition with a schedule:

In the schedule you can define the working hours, whereafter you can measure the "business elapsed time"

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

Best regards

Anders

[Dr Atul G- LNG]

Hi @Terence Riley 

It can be done via SLA. In SLA you can define the Schedule and it can be tracked.