we need to report the average response time for our tickets. I already calculated the difference between "RESPONDEDTIME" and "CREATEDTIME", but that doesn't work as needed.

For example: 

Our service times are 9am to 5pm. If a ticket is created at 6pm and first response to that was the next day at 10am, the  responsetime should be "1 hour".

Can you provide a query to solve this? The logic should be nearly the same as the one you use for calculating the field "FR_DUETIME" in the workorder table.

We're working on MSSQL.

Best regards,

Hannes