Elapsed time outside office hours
Can someone explain how elapsed time works on a ticket? We run our Help Desk from 8 am to 5 pm. The expectation is that Sev 1 priority tickets are handled outside of business hours, but Sev 3 tickets are handled during business hours. Is there a way to get a metric for hours elapsed within business hours only? I know that we can set up SLAs based on hours elapsed based on the priority, but is there a way to show exactly how many hours are elapsed per ticket?