Stat - Only during business hours

[jme]

HI,

We are using statistics for first answer time and resolution time.
I think the stat use the 24h time for the stat.
Is it possible to only take care of time during bussiness hours?

P.Ex: Business hours are from 8:00 AM to 5:30 PM.

If a customer open a ticket at 5:00 PM, we close it at 8:30AM, the stat will give a resolution time of 15h30minutes.
Normally the resolution time should be 1 Hour .

Thx

[jtmellema]

I would say that when choosing an SLA attached to the tickets, in this case business days with the times you mentioned, the calculation will be done with these specified times.

We do have an SLA on business days, from 08:00 till 18:00. Calculation is done with regards to these times. Calculation will stop at 18:00 and start again as from 08:00.