"Lifecycle - Handling Times"."Total Handling Time (Work Minutes)" fact Ignores Coverages

Summary:

The custom analysis using the fact "Lifecycle - Handling Times"."Total Handling Time (Work Minutes)" from the Service - CRM Service Request Lifecycle subject area returns actual elapsed time instead of calendar/working hours based on the assigned coverage and entitlement.

Content:

We are building a custom OTBI analysis using the fact:

"Lifecycle - Handling Times"."Total Handling Time (Work Minutes)"

from the Service - CRM Service Request Lifecycle subject area.

Our expectation is that this metric should calculate the handling time based on the working calendar defined through the Coverage and Entitlement associated with the Service Request. However, the analysis is returning the actual elapsed time between events instead of the calendar/working time.