my bad..... (or brain not working this a.m.....) I was thinking "business days" instead of "business hours".... (should have multiplied 13*8 instead of 24), so it all looks right now ;)
sorry to bother..... Julie ----- Forwarded by Julie L Kanakanui JLKANAKA/facultystaff/uncg on 09/25/2008 11:01 AM ----- Julie L Kanakanui JLKANAKA/facultystaff/uncg 09/25/2008 10:50 AM To [email protected] cc Subject Hours to Resolve - problem with calculation? Hello, We are running Remedy Help Desk, version 6.03 patch 21- trying to make use of the Hours to Resolve field and thought this had been correct before, but today when I'm looking at some records, the values look off. I'll paste in a few example records (not sure if/how columns will show up but basically these are columns of "Created", "Resolved" and "Hours to Resolve". We have business hours of 8-5 Mon-Friday. The first record, for example, has the ticket created at 16:54 one day and Resolved at 14:23 the next, with Hours to Resovle = 6.44 hours, which is correct. The next record has ticket created on 9/3 16:51 and Resolved on 9/22 9:20 with Hours to Resolve = 109.424167 , which is certainly nowhere near the 13 or so business days (13*24 = 312 hours) it was open Any advice appreciated! Julie [EMAIL PROTECTED]
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