A cutomer calls reporting an issue. A service call is then registered at 10:00. The service call is then assigned to a specialist and its status becomes "In progress" at 10:05. A solution is given to the customer and the specialist is now waiting its acceptance, the status of the call goes from "In progress" to "Waiting" at 11:00. The customer calls back and confirmed that the solution has been accepted, the issue is solved. The service call status changes from Waiting to Closed at 13:00.
The total duration of that service call is 3hours.
However, since the solution has been accepted, the duration of the actual support for that case is from 10:00 until 11:00, so 1 hour.
Is OVSD4.5 clever enough to compute duration of service calls *excluding* the waiting period?
I think that the answer to your question is negative. This topic was often discussed in this forum. The summary of discussion is (in my opinion): you cannot or its VERY difficult to make SD such calculations. Workarounds of this problem are: 1. Using of java scripts to calculate and update datetime or duration fields (in this scripts you can use as complex mathematic as you wish) 2. Making all necessary datetime fields and logic for their filling and analyzing them later when you are making reports of process (in Crystal Reports, Excel or something else)
I understand you. In fact these calculations are the most wanted metric of ServiceCall if the process of IT-Support in your organization has status "Waiting". You can experiment by yourself trying to make SD calculate for example: DateTotall=DateFinish-DateStart-(DateWaitFinish-DateWaitStart) I think that absence in SD standard tools of making such calculations linked to absence in ITIL status "waiting". If users Service Call cannot be solved right now it must be escalated or closed and reopened later with different ID. But I agree with you that it is a large disadvantage of SD. I hope that this possibility will appear in the next service packs.