Okay, I was able to determine the duration of a Help Desk trouble ticket by
subtracting the received date and time from the closed date and time. Now,
here's the problem. The Help Desk is only open for 10 hours therefore the 24
hour period isn't quite accurate. Also if a trouble ticket extends over the
weekend it also skews the statistics.
Do any "brains" out there have any suggestions? (My brain is fried!)
--Sandy
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