This is regarding the Time calculation for the service desk tickets from open date to resolve date in the BOXI Reports.If we need to exclude the Waiting status from the BOXi Reports.Kindly provide the formula, so that we can exclude the time when the status is changed to Waiting from open date to resolve date.
Perhaps the suggestions in this similar Community thread will help
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Total time spent in each status
Maybe consider the new Insights app, where MTTR is reported?
FAQs About Insights - CA Service Management - 17.1 - CA Technologies Documentation
Integrate xFlow Interface with CABI JasperReports Server 6.3.0 - CA Service Management - 17.1 - CA Technologies Document…
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