K1000 SLA Total Opened Hours within Business Hour
I've studied the Gillspy's essay on creating real SLA http://www.itninja.com/blog/view/creating-true-sla-timers-in-the-kbox-helpdesk-part-1-what-you-really-want-from-your-data.
It can calculate the accumulated opened hour and stalled hour for a ticket. However, the real situation is that we don't need total opened hour, we need total opend hour only within business hour, that's the real SLA. e.g The ticket has been in opened status for total 10 hours(accumulated), however, only 6 hours are within business hour, other 4 hours are not within business hour, thus the SLA time for the ticket should be 6 hours rather than 10 hours.
So anyone who has experience to do that? Please share that if possible, thanks!