Hi,
You could create a custom report to get the time to resolve the request.
In ServiceDesk Plus, go to Reports > New Custom report, choose Tabular report, select the 'Request' module and proceed to the report wizard.
Select the required columns along with the "Time Elapsed' columns (time taken to resolve excluding the non-operational hrs and holidays and the time the request was on-hold).
Choose the required date filter
Select the group by option.
Choose Average of Time Elapsed under the Summary and run the report.
Regards,
Stephen
You could create a custom report to get the time to resolve the request.
In ServiceDesk Plus, go to Reports > New Custom report, choose Tabular report, select the 'Request' module and proceed to the report wizard.
Select the required columns along with the "Time Elapsed' columns (time taken to resolve excluding the non-operational hrs and holidays and the time the request was on-hold).
Choose the required date filter
Select the group by option.
Choose Average of Time Elapsed under the Summary and run the report.
Regards,
Stephen