Scripting Question

Report - How To Calculate Working Hours Only?

04/23/2020 218 views

I am working on a report to show total time consumed since a ticket was openned until its closing.

Is there a way to calculate this period on a select query or do I need to create some counter (custom fields) to sum the working hours?

My report is getting just the difference between created and closed (including all nonworking hours and holidays). But I need to consider only working hours.

I appreciate any comment about this.

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All Answers


There is no way in the standard configuration to get these kinds of stats from a Servicedesk queue. The SLA clock, for what it is worth, calculates a target due date by which time the SLA expires, rather than time that the ticket has been open in total.

If this is something you need, you will either need to dump out ticket data and calculate in excel, or alternatively we do still have access to some old code that at least is able to add up time between logging and closure. If that is something you need, then please get in touch.

Answered 04/23/2020 by: Hobbsy
Red Belt

  • Thanks Hobbsy, could you shared this code with me?
    • Email me and i will send it over
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