6 Replies Latest reply on Oct 24, 2013 10:34 PM by dmshimself

    How to report on lenght of time to resolve?



      apologies if this is elsewhere but couldn't find any reference to it. my question is this. we have Key Performance Indicators where management want report on all incidents:

      resolved within an hour

      resolved withn 3 hours

      resolved within a day

      from the way we use the service desk i can find the incident creation date (held within the pm_process table) and our resolve date (held within the im_incident_resolution table)  and we can get a time difference based on these 2 datetime fields. the issue is though around business hours and accounting for this. our service desk calendar is basically a 9 - 6.

      anybody any suggestions on how to report on this?

      any help is appreciated

      kind regards,