It’s my first time posting so you can guess this has me stumped
I need to create a calculation to show how many hours it took for IT to acknowledge a ticket (2 hours is the SLA), with the clock starting from 9am until 5pm (GMT) each working day (Monday - Friday).
The issue I have is that as the company is global, and tickets can be raised after 5pm and before 9am.
Ticket raised - 29/01/2019 19:30:00
Ticket acknowledged - 30/01/2019 10:30:00
Desired results = 1h 30 mins (9am - 10.30am)
Without the hours from 7.30pm until 9am removed I currently get 15h 0 mins