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

    Total work time for a ticket

    Rookie

      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.