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.
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Here is a quite good article about business time of an incident:
But this will not cover the requirement to exclude the times when the ticket clock was stopped. For that you would need to read data from the audit trail.
There is also a ducoment for extracting data from audit trail: Extracting data from the incident audit trail
Hope that gets you to the right direction.