donofdons89

Ok I have just tried that solution and it works fine if the call is taken in given example but as soon as I have a call opened and closed the same day e.g opened 21/10/11 @ 15:00 and closed on 21/10/11 @16:00 I get the returned result of 30:59:34 ?? Have I done something incorrect?

Sorry to be a little thick but this can be done in one calculation field?

OK but how do I exlcude the non working hours from the summary? Our working hours are 9am until 5pm If I open an IncidentNumber on Friday at 4PM then close that IncidentNumber on the following Monday at 10am the call elapsed time would be a total of 2hours. OK but how do I exlcude the non working hours from the summary? Our working hours are 9am until 5pm If I open an IncidentNumber on Friday at 4PM then close that IncidentNumber on the following Monday at 10am the call elapsed time would be a total of 2hours. You are exactly right thank you, any ideas?

Is this possible ? I have it working for week days but it is including weekends.

Has anyone any further thoughts on this? Thanks

Sorry, in answer to question 1 yes that is correct, and then if the call passed over to the following day and was closed at 09:30 that would be an hour. As for question 2 SLA would an amount of hours we need to complete the call in. e.g SLA of 8 hours. No to worry to much on this as it is for our reference only. I can do conditional formatting based on these times. e.g if the result of a call is 9 hours and the SLA is 8 I can show that we missed our quota by 1 hour

Can anyone help with the following problem I am trying to over come? I have a database where as a support desk log all support calls. Very simple Start Date Start Time (creation time and Date) we also have SLA times in this database set in hours. Our service department is open Monday to Friday from 9am until 5pm. I would like a field that shows me the total number of hours and minutes a call has been logged for minus non working hours. I have adapted a calculation I have found on the web but it seems to be ignoring non working hours... Can anyone please help? I would be very grateful (Int ((call_date - call_date) / 7) * 5 + Mod (Get(CurrentDate) -call_date; 7) - If (Mod (Get(CurrentDate) - Date (1; 3; 1904); 7) < Mod (Get(CurrentDate) - Date (1; 3; 1904); 7); 2; 0)) * 28800 + Get(CurrentTime)- call_time