I am currently seeking a way to collect or construct a report or information were we can see the resolution times (First assignment, full time resolution, etc..) taking into account the support hours configured and non weekends.
I have taken the below information from the table im_incident_resolution
Is anybody aware what takes into account the "usr_incidentduration" row?
The "usr_timetakentoresolve" gives us the full duration (from created up until the incident is resolved) (This is ok)
The "usr_incidentduration" gives us 40H 53M 6S. I have summed up the hours from when the ticket was assigned (Removed the "with customer" hours which have a stopclock & removed the non support hours) and i get 33.6H.
Is anybody aware what extra hours are being added to this table?