Hi everyone,

I looking for a solution to calculate the real time spent on the resolution of each request of our Help Desk.

I create a Reporting Tool to generate lots of reports but now I’m searching the way to calculate real times.

Effectively a lot of requests in my company depend on various suppliers before to be resolved by our technicians. During these times a request can be on "On Hold" state during a while. In the SD database I can’t find the entry where I can detect a change of state.

Thanks in advance for your Help.