Hello,

could please any one help me to create report as time to create, time to resolved, technician ID, time to respond (duration) considered Business hours and holidays.

time to create = Time the ticket was created
time to resolved = Time the ticket was resolved (in progress to resolved time )
technician ID = ticket owner
time to respond = How long was taken to resolve the ticket, this should be considered only business hours and holidays. e.g ( business hours Sunday - Thursday 8.30-17.30, time to create Sunday 16.30, time to resolved Monday 9.30, time to respond should be 0day, 2 hours, 00 min.)

Best Regards
Sasi
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  • This gets difficult to create unless you have service desk rules in place that will change the state of the ticket based on business hours and holidays. If you have that in place and the tickets move into a stalled state when no one is working you should be able to calculate the total time a ticket was in an open state. Otherwise I'm honestly not sure how you would perform the required math in the SQL statement.
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