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