Julie - these all look approximately correct to me. Your business hours are 8am to 5pm Monday to Friday. In your second example, the call was opened on 3rd September at 16:51. If we simply count whole business days, then we get the following days:
Thursday 4th September = 9 hours Friday 5th September = 9 hours Sat 6th Sep = 0 Sun 7th Sep = 0 Mon 8th = 9 Tues 9th = 9 Weds 10th = 9 Thursday 11th = 9 Friday 12th = 9 Sat 13th = 0 Sun 14th = 0 Mon 15th = 9 Tues 16th = 9 Weds 17th = 9 Thurs 18th = 9 Fri 19th = 9 Sat 20th = 0 Sun 21st = 0 Total whole business days = 12 * 9 = 108 hours Add the 9 minutes from the 3rd Sep and the 1 hour 20 minutes from 22nd Sep and you get near enough the value in your final column. I had a quick look at the other values and they looked OK to me. I always check business hours using the above manual method and very rarely find a problem with Remedy's calculations (unless it's a patch issue - I think patch 22 on 6.3 had a problem with one of the Business-Time processes) Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services & Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Julie L Kanakanui JLKANAKA Sent: 25 September 2008 15:51 To: arslist@ARSLIST.ORG 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 [cid:image001.gif@01C91F29.9E293270] Any advice appreciated! Julie [EMAIL PROTECTED] ********************************************************************** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ********************************************************************** _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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