Recent content by ianamck

Mike it appears to be solving the issues I found will let you know over the next couple of days. Thanks for all you help. I have learnt new things and as always frustrated myself by knowing I should be better at this. Much appreciated Best Wishes Ian M

Hi Mike Sorry to hear about your loss happy to wait for a response. I think I understand why some of the answers are coming out wrong. Some of the tickets are being closed before they are supposed to be able to so they are ending up as less than zero hours. Hear from you when you can mate...

Is no one able to give an opinion??? No help out there?? Ian M

Well Guys and Girls seems I have run into some problems and need some help please. Have attached a sample file which shows some results that are correct but some don't seem to be working. The rows highlighted in yellow are reporting incorrectly. The rows highlighted in red are giving the...

Luke M / Narayan and Mike H As always you have gone above and beyond with your help and support thank you and each of you. I continue to be astonished at your skills and hope one day I will be half as good. The important thing is keep learning which for me is the best part of the forum. Tested...

Ok First off I have had to simplify the Q3 calculation for now as there is debate now going on as to the accurate SLA. This has caused all sorts of discussions. So for now we should just calculate all SLAs against possible working hours. So I have some real data in the attached file but...

Hi Guys Have not been well the past couple of days. Tooth extraction has caused an infection. Just started testing and will get back to you as soon as possible. Regards Ian M

Mike Wow that looks like we have it. Let me play and test it. Also I will have some real-time data to also test it against late tomorrow afternoon that will let me truly test the results. Thank you for your effort and will come back to you as soon as. Regards Ian M

Hi Mike you think you have a headache imagine mine. Queue 3 rules are the clock starts running from the second a ticket is changed and ends the second the ticket is closed. It then counts hours passed but excludes weekend hours. So for example ticket changes at 11:00am on a Thursday and close...

Hi Narayan Created some sample data and calculated the results manually. Hopefully it all makes sense. Regards Ian M

Narayan You have all the correct information. The confusion comes from the fact that when it falls under a 24 SLA the clock starts at 05/08/2014 12:30 and finishes 07/08/2014 13:30 and calculates the complete time worked. a 24 hour SLA ignores the the working hours of the days but would...

Hi Narayan thanks for helping out. I understand the helper column suggestion but looking at your example I have got completely lost again. Luke's last solution is working for me apart from the third row. Just to review where we started. Created Date is when we get a support ticket arrive in a...

Hi Luke sorry for the late reply, excessively long day and all that. Seems to work brilliantly for the first two example lines, Many thanks. The only issue I have now is the third line example and that why I was asking if maybe we should treat that type of SLA completely differently. It now...

Hi Luke I always have problems with nested formulas. Thanks for your response. I took a look and love the solution but testing has shown some issues. I am wondering if I should treat the to types of SLA differently. We have the calculation for working hours in a working day or the continuous...

Hi Everyone Rather than hijack a post from earlier today http://chandoo.org/forum/threads/calculating-difference-between-two-dates-times-by-business-hours.20261/ I though I should post a new question. I think the answer is a little simpler but working through the solution for the above post I...