1 Reply Latest reply on Mar 1, 2016 2:27 AM by Fabian Schmidt

    Total work time for a ticket


      Our data team was working on creating some reports for our Service Desk tickets with our own Crystal server.  We would like to find the total time worked on a ticket excluding on hold times and off business hours.  Is there a field that holds that total clock time for a ticket?  I know the system does factor in our business hours and weekends because tickets don't breach during that time, so I would think there would be a total working time clock somewhere for each time.  We would like to use this to find average close time on tickets, etc.