I wanted to check here before creating a complex formula in crystal reports or in SQL. I have a date range between the creation date and the date of a status in the incident process. I know where both these dates are and can calculate the difference between them but I also need to subtract the non SLA minuets. Now what do I call "non SLA minuets"? They are minuets that I would not want to hold against the analyst for the SLA.
Here is what i consider "non SLA minuets"
Non Business Hours
Some of our SLA's are only calculated during business hours. This means that nights and weekends shouldn't count against the date/time calculation. We know where this table is in the database that shows the business hours.
We also know where the table is that shows the holiday's that we have entered that our company observes
I just wanted to check here to see if there was perhaps a stored procedure or calculation function in landesk that would help with this calculation.
There is a standard report that is supplied which does what you are after and some Crystal functions for use within this. You could take the functions and use them in a different report if needed. Here is an article with some information about that report: