Report for SLA control
How can I have a report by request, the number of hours until the first response (considering only our defined working hours (9h-18h), excluding weekends and holidays)
I need the following fields:
Request ID, Subject, Created Time, Responded Date, Resolved Time, Time_2_first_response,Overdue Status, First Response Overdue Status
* Time_2_first_response = time until the first response (considering only our defined working hours (9h-18h), excluding weekends and holidays)
Can have a filter by requests created in the last month
OS: Windows 2012
DB: MS SQL Server 2016 R2
My version: 11.0 Build 11010
Regards,