Reporting - time elapsed excluding business hours
It would be helpful if SD could surface a function to calculate a time difference that included only business hours elapsed, or provided the following canned reports:
Elapsed time without response (status filtered to exclude 'closed' tickets)
Average Response Time (where time is only operational hours)
We have made both of these reports fairly quickly, but the time_diff is a simple respondeddate - createddate function and does not speak to true business hours response times.
Further:
basic canned reporting on #/% response SLA violations (all current canned reports speak only to Resolution SLAs)
avg open time on open tickets
avg time on hold / detailed time on hold reports
Time field that includes an adjustment for local time so you don't have to do it in your sql.
Elapsed time without response (status filtered to exclude 'closed' tickets)
Average Response Time (where time is only operational hours)
We have made both of these reports fairly quickly, but the time_diff is a simple respondeddate - createddate function and does not speak to true business hours response times.
Further:
basic canned reporting on #/% response SLA violations (all current canned reports speak only to Resolution SLAs)
avg open time on open tickets
avg time on hold / detailed time on hold reports
Time field that includes an adjustment for local time so you don't have to do it in your sql.