hi. I want to calculate solution time of a service call but I must substract Pending duration from actual finish time to find true time that I lost when I'm trying to solve a service call. what can I do?
We have had some success utilising the code that HP provide behind Planned Start, Finish and Duration. If you put two date-times into Planned Start and Finish it will calculate the Planned Duration taking support hours into account. OR if you put a Planned Start and Planned Duration in it will calculate a Planned Finish.
By CAREFUL use of these fields repeatedly in a DB Rule you may be able to get what you want (ie the trick is to keep all of the SET instructions IN THE RIGHT ORDER!)