# Resolution Time Calculation

Hello!

I am new to KNIME. I am facing a small problem, I have a support trouble tickets data in excel file. In which I have a trouble ticket receiving timestamp and trouble ticket updated timestamp. I want to calculate the ticket response time within same day (within 24 hours).

My data looks like this:

Ticket receiving time | Responded time

2021-11-10T10:22:15 | 2021-11-10T17:07:57

2021-11-10T08:41:27 | 2021-11-10T09:31:09

yyyy-mm-ddThh:mm:ss | yyyy-mm-ddThh:mm:ss

The resulting column should meet the following conditions:

• If Ticket comes between 0900 PKT to 1500 PKT (Mon â€“ Fri), it should be responded with same day/date.

• If Ticket comes between 1500 PKT to next day 0900 PKT (Mon â€“ Sat) and Sundays, it should be responded before 1200 PKT next day.

The Resulting column must look like this:

Yes (Responded within same day)
No (Not Responded as per above criteria)

I found the â€śColumn Expressionâ€ť node, but with it i could not find the right solution.

Any help is appreciated!

Thanks
Sidra

Iâ€™m not sure I understand the logic here.

Regardless, you can use the Extract Date&Time Fields node to extract the day of the week and time of day from the â€śTicket receiving timeâ€ť column. Then you can use the Column Expressions node or Rule Engine node to create the rule that generates whatever you want in the output column.

3 Likes

Everything @elsamuel said

• you can have a look at the datetimedifference node
br
2 Likes

@elsamuel and @Daniel_Weikert thank you for your kind help!

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