The Form Builder in ServiceDesk has a built-in column for displaying the Age of a Ticket (Process.Age Description).
Unfortunately, the column's value does not account for the Business Hours of the SLA assigned to the Ticket.
The attached Functions and View will correct this.
Before we begin, familiarize yourself with the following post:
Using Custom SQL in ServiceDesk Report Builder and Still Use Parameters!!!
https://www.symantec.com/connect/articles/using-custom-sql-servicedesk-r...
We will use this 'Custom SQL' technique to enhance your existing or new reports.
Proceed as follows:
1) Create the Table function using: create-tvf_GetNewBusinessHours.txt
2) Create the Scalar function using: create-svf_GetNewAge.txt
3) Create the View using: create-v_View_NewAgeDescription.txt
NOTE: These scripts USE ProcessManager, adjust accordingly.
TEST QUERY: select * from View_NewAgeDescription
4) Create the Workflow Profile as discussed in the aforementioned 'Custom SQL' post.
NOTE: You will be using 'View_NewAgeDescription' as the Table Name.
5) Integrate the Workflow Profile into your report as discussed in the aforementioned 'Custom SQL' post.
With this, you will now see a 'New Age Description' that respects the Business Hours of the SLA assigned to the Ticket.