Cognos 10 - Display business working hours

[Dave]

Hi All

First time post for me, probably the first of many!

I'm currently in the process of building a reporting suite on the back of a Service Desk i use. The way the Service Desk works is, users log a request asking for xyz i reply to them with the answer.

What i'm trying to achieve is how many of the calls i'm responding to are being responded to within SLA. My Teams working hours are Monday – Friday 08:00 - 18:00.
Here's what I want...

Query is logged on Monday at 16:00 then resolved Tuesday at 09:00 that is only 3 working hours. At the moment I am currently getting the total time between these two figures which is 17 hours, obviously this is completely skewing my MI, how can i get thsi to display the hours we are actually working

Hope this makes sense, if you need me to elaborate let me know!

Thanks in advance

Dave

[BigChris]

That's a tricky one - how will you handle weekends? And also what happens if the call is open for (for example)16 days? In the simple case you could take the hours between the two times and subtract 14 (the number of non-working hours) * days between the dates. But that won't take into account weekends, holidays, shut downs etc. etc.

Given a free rein, I'd create a view and a stored procedure in the database to handle it...but you might not have that luxury.

[Dave]

Tricky doesn't cover it! it's so complicated and unfortunately i don't have the free rein i'd like...

I "think" i may have actually figured this one out in Cognos though... I'll post it up shortly if it's giving me what i'm actually looking for, but what you've said is along the right lines...

Surely i'm not the only person to be in this situation, am i...?

Dave