Hello,
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