Displaying data based on SLA

Content

Hi community :-)

Some background info: We are working with a special queue assignment where the agent needs some info from another department. If the agent assigns an incident to this special queue he needs an answer within 2h. We do not escalate incidents after 2h.

Now we want to setup a report which shows all incidents assigned to this queue and the time within the agent should got a response. This works fine but of course the time should be measured regarding service hours (SLA). 

So we have on column with transaction created and the other is date_add (transactions.created, 7200,seconds,0). The second column should display time and date regading service hours.