How Time Elapsed is calculated?
What is Time Elapsed?
Time Elapsed is the calculation of the time taken for the completion of the request created with a proposed solution.
How Time Elapsed is calculated?
** This calculation depends upon Sites,Operational Hours,Holidays,Request Status(based on Timer status).
** On a specific Site,the Operational Hours could be defined from 9 AM-5PM and that means Time Elapsed calculation takes into account only the hours inside the Operational Hours.
** Holidays defined would mean the Time Elapsed calculation will not consider those days.
** Based on the Timer status configured for the Request status, the TimeElapsed is calculated.
For example,The "OnHold" status is by default configured with Timer status stopped and so the Time Elapsed won't account for the time in which the Requests are in "OnHold" status.
Logic Used:
Request Closed time (minus) Created time of the request excluding holidays,on-hold time and non-operational hours.
(Or)
Resolved time (minus) Created time of the request excluding holidays,on-hold time and non-operational hours.
Example Request:
Consider the below test request that I've created:
Site settings (Operational Hours):
As per the request history, I have set the request to Resolved State on 04/09/2020 at 16:19
As per the operational hour, the time is calculated as below (For the example request):
Aug 31: 18.00-13.31= 04:29
Sep 1: 18.00-09.00= 09.00
Sep 2: 18.00-09.00= 09.00
Sep 3: 18.00-09.00= 09.00
Sep 4: Request is resolved around 16:19, hence 16:19-09:00= 07:19
Time Elapsed: 38:48
In the custom report, the time elapsed can seen as below:
** Instead of placing the request to resolved, if the technician directly place the request to closed status, then the time elapsed will be calculated for request closed time-request created time.
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