Just need to know in OTRS statistics , the report on average resolution time is calculated according to the calendar/SLA assigned (within business hrs) or is it just time between start time and close time. For me apparently it’s the second one.
If we are to calculate the resolution time within business hours, what settings we have to set? I have already configured - SLA, Calendar and User time Zone and system time zone.
I'm using OTRS 5.0.27
Any response would be greatly appreciated.
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