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Open Items Report - Calculating How Long Ticket has been Opened. — Cloud Customer Connect
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Open Items Report - Calculating How Long Ticket has been Opened.

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edited Mar 13, 2018 3:16PM in Reporting & Analytics for B2C Service 2 comments

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Hello

I have a report that I use for different teams that show a list of open items with two main columns: "Response Time," so how long it took to respond to a new incident and "Days Open" which shows how long the ticket has been opened.  Unfortunately this takes into account weeks and what I'm looking for is getting only the business days; so calculating the time the ticket has been open excluding weekends and holidays. I'm having a hard time using the rel_date_diff function and trying to get what I need from the inc_performance

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