First Response Time with calendars time

[kalyana1315]

Hi all,

we are trying first response time and First Response escalation time in sql query but some error there is no business hour calender.

reference
viewtopic.php?f=53&t=19781

viewtopic.php?t=17637&p=68849

other query :

select
queue.name queue,
service.name service,
ticket.tn ticket,
ticket.create_time,
min(ticket_history.create_time) as resp_time,
timestampdiff(second, ticket.create_time, ticket_history.create_time)/60 resp_delay_min,
queue.first_response_time
from
queue,
ticket,
service,
ticket_history,
ticket_history_type
where
ticket.queue_id = queue.id and
ticket.service_id = service.id and
ticket_history.ticket_id = ticket.id and
history_type_id = ticket_history_type.id and
ticket_history_type.name = 'SendAnswer'
group by queue.name, service.name, ticket.tn, ticket.create_time, queue.first_response_time


The main problem with this query is that it does not take care of open hours and calendars business hour ?