This is regarding the Time calculation in the BOXI reports from Open Time to Close time excluding the Hold/Wait status
If any ticket is on Hold/Waiting for Patch/client verification.
Request you to let us know how the Hold time will be calculated in the Service Desk BOXI.
Please provide the steps of this so that the Time duration in the BOXI reports are accurate excluding the Hold status.
Unfortunatly, there is no such out of the box feature.
Please check TECDCOC below.
Depending on the query performance, you can use these options.
1.- You can use a service type and sum the hours of the table evt_dly to subtract them from the duration of opening.
2.- You can activate the kpi_ticket_data and subtract the sum of this table depending status.
3.- You can do a trigger to add the delays to custom variable.