We would like to be able to show the average time a technician takes to pick up a ticket while within business hours. So for example, a request comes in at 4:49 PM on a Friday (assuming normal business hours M-F 8-5), we do not want a report that will show the time the ticket sat unassigned over the weekend and would like this time excluded from the report.

W e have a 24/7 shop that receives tickets during the night and weekends. Those tickets are handled by a different team or will be picked up the following business day.

SD+ 9011 : MSSQL

Please let me know if any clarification is necessary.

Best Regards,

Evan