Ability of OTBI Subject area or Table column to report the Exact Open time of one SR in Helpdesk

User_WNXGV

Description

Currently we are not having any column in OTBI subject area/Backend table of CRM to report the exact open time of the SR

There are activity hour and the holidays are defined in the Application for HR help desk. 

We need a field which will be able to capture the filed- the exact duration one assignee is working on the SR excluding the weekends/Non working hours/defined holidays. 

If we have any existing column in any backend table for this providing that also solves that issue or need to understand how we can fetch the time from backend table using BI query. 

We had raise one Oracle Sr 3-26338373811 to find the solution but unable . 

Use Case and Business Need

This will help us to monitor the exact open time of SRs for SLA and for in general any SR. 

More details

Currently the average open time(Days) is reporting the day difference between the open time and close time of the SR, but not excluding the weekends/Non working hours/defined holidays.


This is needed because the SLA clock does not run on weekends/Non working hours/defined holidays. And this creates issue capturing the exact open time. 

Original Idea Number: e72b7f370b

User_WNXGV

An SR was opened in Fri 2PM IST, and closed on MON 10AM IST so the total worked time is 3+2=5 (IND had working availability defined in system is 8AM to 5PM
Monday to Friday ;so 3 hrs in Friday/and 2hrs in Monday). The tool is now reporting 68 hrs, which should be 5 hrs.