How do I get the MTTR (Mean Time to Resolve) with Excel

I need to get the MTTR for trouble tickets, excluding non-business hours, weekend and holidays. Our Business hours are 7 AM - 7 PM. In my sheet C2 has the created time and date,  and K2 has the closed time and date.

For Example:
C2 = 2014/11/05 15:18:58
K2 = 2015/02/17 10:45:16
LVL 19
Edward PamiasTeam Lead RRS DeskAsked:
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Hi epamias -
Those two times look like Mean Time to me, if I understand Mean Time.  Are you saying the times must fall within the time 7AM-7PM during the weekdays?  So it is not possible for time to fall outside of 7AM-7PM, and cannot be on weekends and holidays?   It appears your C2 time is on a Tuesday in the morning, and your K2 time is Wednesday after lunch.  So, what are you looking for?  Thanks.  - Tom
Edward PamiasTeam Lead RRS DeskAuthor Commented:
I need the amount of time it took to close the ticket, excluding non-business hours, weekends and holidays. If you notice the dates and times are from 2014 and 2015.

For example - If the ticket was created at 7am and I closed it 10 AM it would be 3 hours, but if I closed it next day at 10 am I would need to exclude from 7pm - 7am next day.
Try this formula:


For Holidays, go to the formula tab and select define names. Use the name Holidays and set the range anywhere in your workbook you want to list all the holiday dates. Enter all the holidays and any other days where there was no work performed. This should give you the result you're looking for.


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Edward PamiasTeam Lead RRS DeskAuthor Commented:
OK this looks good but I just noticed another field which is not always populated in B2, if that has date and time I need to use that over C2, if nothing exists in B2 than use C2. Sorry to add the twist to it.
Edward PamiasTeam Lead RRS DeskAuthor Commented:
I am going to accept this as my solution and ask another question for my other problem. Thank you!
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Microsoft Excel

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