k1000 SQL Report for ticket open time based on the SLA?
07/07/2016 1143 views
I have a very simple report that gives me the difference from the time a ticket was opened untill it was closed. And its working well.
I'm trying to figure out how to narrow that time down to only the time it was opened in the SLA hours / days. There is a SLA table.
ie: The SLA has our business hours at 8-5 M-F. A ticket is Opened on Friday at 4:50, closed on Monday at 8:10, the total time open should only be 20 minutes, not 72+ hours.
There are several reports on here that factor in weekends and such, but the SLA table has all this info in it already.
The SLA violation emails are apparently doing this math to generate the emails for alerts, so the functionality is in the K1. But how do i get that math into a report or simply SQL query?
There are no answers at this time