our operation time is: Mon - Fri 09 - 18

when ticket opened at 16:00 and resolved at 19:00 .. the elapsed time would be 2 hours according to the operation time CMIIW

is it possible to have an additional field like overtime?

so in this case, the result would be:

elapsted time = 2 hours

overtime = 1 hour(s)

need help

thanks

Don