Setting Up HOP For Off Hours

You might want to determine the amount of time spent resolving an incident when an incident gets entered into the system after the HOPHours of Operation. The time designated as operation hours of the organization. ends for the days and is resolved before the next HOPHours of Operation. The time designated as operation hours of the organization. interval begins. The gap between the HOPHours of Operation. The time designated as operation hours of the organization. intervals could be anywhere from minutes to months, and cannot be calculated.

In this case, use an if-then expression to calculate the duration. For example:

‘$(iif((HOPCalcDuration("Midnight", CreatedDateTime, ResolvedDateTime) / 60) > 0), (HOPCalcDuration("Midnight", CreatedDateTime, ResolvedDateTime) / 60), <Whatever appropriate>)’.

Where

• Midnight is the name of the HOP schedule.
• Whatever appropriate is what you want to use as an alternative expression.