Resolution Escalation clock shows 00 for some incidents

Version 1

    Details

    When looking at the escalation clock for resolved items, you may notice that some incidents show 00 for the total running time. 


    Resolution

    If an item is logged and resolved outside of the HOP, then no time is calculated as no working time occurred, resulting in zero for the duration.

    As an alternative, one option would possible is to to look at either building new escalation clocks to just track the desired values, using a 24x7 HOP so the time is always calculated, or altering the existing clocks to use a 24x7 HOP.