Calculate Total SLA hold time for ITSM

Document ID : KB000113705
Last Modified Date : 13/09/2018
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Question:
How to calculate the total SLA hold/ delay time due to status change (which sets SLA delay) for tickets.

That is, from the open until close time.

Would like to build an SLA report which includes this value.

Is the event_delay table the right one to query?
Answer:
Sum of all actual delays per ticket (by persid) gives the information required.

There are multiple assumptions, such as a single Service Type, to make this work.


Please provide advice to CA Support if you have details which could enhance this document.