I have a scenario in which Customer has defined workshift timing with holidays in the workshift detail page but when we are extracting the report we are getting a total time for close the ticket including the holidays and out of working hour. customer want the exact time taken to close the ticket excluding the holidays and out of working hours.
workshift timing is defined as 10:00 am to 6:00 pm from Monday - Friday. But when ticket is raised at 1:00 pm on Friday and the ticket is closed on Tuesday at 11 am. When we extract the report, we are getting a total time to close the ticket as 94 hours, which is not accurate. As saturday and sunday are holidays, and after 6:00 PM are out of working hours, the total time taken to close the ticket should be 14 hours.
I guess, for customizing this, we need to have a custom formula written while extracting the report. But im unable extract the values into filters and unable to achieve this. It would be great if i can get support on this. Thanks