Naturally, we have set up business hours through our Samanage settings, and incidents are being recorded with First response time as “business hours (actual hours)”, which is fine. The problem comes in when we go to run reports. For some reason the “Incidents statistics” report, when set to the state “Average time to first response”, takes in to account the actual hours to response time, instead of the business hours.
It is of utmost importance and a requirement that we’re able to run this report with business hours. This is a necessary requirement, our reports need to be within business hours. Please add the ability to toggle between business hours and actual hours - this column exists.
|What problem will this feature solve?:|