8 Replies Latest reply on Dec 5, 2017 6:50 AM by Hardik Desai

    How to retrieve an Incident report for the total time spent by each support groups as per the business time & SLA?

    ABHISHEK ANAND
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      Hi Experts,

       

      We are having a requirement to retrieve a report from
      Incident – HPD_HelpDesk.

      Scenario –

      To calculate the total time spent by each support groups in
      a particular Incident.

      It should be calculated as per the business hours (0800 - 1700) & also
      excluding the Pending/Resolved/Closed & Cancelled status whenever the SLA
      is stopped.

       

      Please could you suggest on it.

      Early response will be highly appreciated.

       

       

      Regards,

      AA