I have a very simple report that gives me the difference from the time a ticket was opened untill it was closed.  And its working well.

I'm trying to  figure out how to narrow that time down to only the time it was opened in the SLA hours / days.  There is a SLA table.  

ie: The SLA has our business hours at 8-5 M-F.  A ticket is Opened on Friday at 4:50, closed on Monday at 8:10, the total time open should only be 20 minutes, not 72+ hours.

There are several reports on here that factor in weekends and such, but the SLA table has all this info in it already.  

The SLA violation emails are apparently doing this math to generate the emails for alerts, so the functionality is in the K1.   But how do i get that math into a report or simply SQL query?

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  • I spoke with another colleague about this and you would want to run the report based on the due date. The due date gets set when you are checking the SLA for the ticket to be closed.

    You would also want to make sure that you configured the Business Hours and Holidays and that the Use BUsiness Hours/Holidays box is checked under the Service Level Agreement.
    • I'm not following, how will the due date provide me with difference between time created and time closed, but not include out side SLA times in that difference?
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