Calculating passed service hours for open tickets (Oracle SQL) - sql

Question

I'm trying to calculate the time that has passed since a service request has been logged (service time), based on service hours.
Start time is the time the ticket has been logged (date_logged), end time would be either the current time for open tickets or the date_closed for closed tickets.
Service hours are:
Monday to Thursday 07:00 - 16:30
Friday 07:00 - 13:00
So it should look something like this (minus the "current datetime" column, that's just for context):
Ticket-Nr.
date_logged
service time [hh:mm]
current datetime
date_closed
1234567
06.01.21 11:30:52
62:33
14.01.2021 12:03
8912345
13.01.21 09:14:16
12:19
14.01.2021 12:03
6789012
14.01.21 10:48:01
00:28
14.01.2021 12:03
14.01.21 11:40
...
...
...
...
...
I can't say yet whether public holidays have to be included or not, so we can ignore those for now.
I'm thankful for any help whatsoever!

Answer 1

You can calculate the amount of time (adapted from my answers here and here):
SELECT ticket_nr,
date_logged,
current_datetime,
date_closed,
TO_CHAR( FLOOR( service_time_seconds / 60 / 60 ), 'FM9990' )
|| ':'
|| TO_CHAR( MOD( FLOOR( service_time_seconds / 60 ), 60 ), 'FM00' )
|| ':'
|| TO_CHAR( MOD( service_time_seconds, 60 ), 'FM00' )
AS "SERVICE_TIME HH:MM:SS"
FROM (
SELECT ticket_nr,
date_logged,
SYSDATE AS current_datetime,
date_closed,
ROUND(
(
-- Calculate the full weeks difference from the start of ISO weeks.
(
TRUNC( COALESCE( date_closed, SYSDATE ), 'IW' )
- TRUNC( date_logged, 'IW' )
) * (9.5*4+6)/(7*24)
-- Add the hours for the full days for the final week.
+ DECODE(
TRUNC( COALESCE( date_closed, SYSDATE ) )
- TRUNC( COALESCE( date_closed, SYSDATE ), 'IW' ),
0, 0.0,
1, 9.5,
2, 19.0,
3, 28.5,
4, 38.0,
44.0
) / 24
-- Subtract the hours for the full days from the days of the week
-- before the date logged.
- DECODE(
TRUNC( date_logged )
- TRUNC( date_logged, 'IW' ),
0, 0.0,
1, 9.5,
2, 19.0,
3, 28.5,
4, 38.0,
44.0
) / 24
-- Add the hours of the final day
+ LEAST(
GREATEST(
COALESCE( date_closed, SYSDATE )
- ( TRUNC( COALESCE( date_closed, SYSDATE ) )
+ INTERVAL '07:00' HOUR TO MINUTE
),
0
),
DECODE(
TRUNC( COALESCE( date_closed, SYSDATE ) )
- TRUNC( COALESCE( date_closed, SYSDATE ), 'IW' ),
0, 9.5,
1, 9.5,
2, 9.5,
3, 9.5,
4, 6.0,
0.0
) / 24
)
-- Subtract the hours of the day before the range starts.
- LEAST(
GREATEST(
date_logged
- ( TRUNC( date_logged ) + INTERVAL '07:00' HOUR TO MINUTE ),
0
),
DECODE(
TRUNC( date_logged )
- TRUNC( date_logged, 'IW' ),
0, 9.5,
1, 9.5,
2, 9.5,
3, 9.5,
4, 6.0,
0.0
) / 24
)
)
-- Multiply to give seconds rather than fractions of full days.
* 24 * 60 * 60
) AS service_time_seconds
FROM table_name
);
Which, for the sample data:
CREATE TABLE table_name ( Ticket_Nr, date_logged, date_closed ) AS
SELECT 1234567, DATE '2021-01-06' + INTERVAL '11:30:52' HOUR TO SECOND, NULL FROM DUAL UNION ALL
SELECT 8912345, DATE '2021-01-13' + INTERVAL '09:14:16' HOUR TO SECOND, NULL FROM DUAL UNION ALL
SELECT 6789012, DATE '2021-01-14' + INTERVAL '10:48:28' HOUR TO SECOND, DATE '2021-01-21' + INTERVAL '11:40:00' HOUR TO SECOND FROM DUAL UNION ALL
SELECT 1, DATE '2021-01-07' + INTERVAL '07:00:00' HOUR TO SECOND, DATE '2021-01-14' + INTERVAL '07:00:00' HOUR TO SECOND FROM DUAL UNION ALL
SELECT 2, DATE '2021-01-07' + INTERVAL '07:00:00' HOUR TO SECOND, DATE '2021-01-08' + INTERVAL '07:00:00' HOUR TO SECOND FROM DUAL UNION ALL
SELECT 3, DATE '2021-01-08' + INTERVAL '07:00:00' HOUR TO SECOND, DATE '2021-01-09' + INTERVAL '07:00:00' HOUR TO SECOND FROM DUAL UNION ALL
SELECT 4, DATE '2021-01-09' + INTERVAL '07:00:00' HOUR TO SECOND, DATE '2021-01-10' + INTERVAL '07:00:00' HOUR TO SECOND FROM DUAL
Outputs (where NLS_DATE_FORMAT is YYYY-MM-DD HH24:MI:SS (DY)):
TICKET_NR | DATE_LOGGED | CURRENT_DATETIME | DATE_CLOSED | SERVICE_TIME HH:MM:SS
--------: | :------------------------ | :------------------------ | :------------------------ | :--------------------
1234567 | 2021-01-06 11:30:52 (WED) | 2021-01-14 12:36:54 (THU) | null | 54:36:02
8912345 | 2021-01-13 09:14:16 (WED) | 2021-01-14 12:36:54 (THU) | null | 12:52:38
6789012 | 2021-01-14 10:48:28 (THU) | 2021-01-14 12:36:54 (THU) | 2021-01-21 11:40:00 (THU) | 44:51:32
1 | 2021-01-07 07:00:00 (THU) | 2021-01-14 12:36:54 (THU) | 2021-01-14 07:00:00 (THU) | 44:00:00
2 | 2021-01-07 07:00:00 (THU) | 2021-01-14 12:36:54 (THU) | 2021-01-08 07:00:00 (FRI) | 9:30:00
3 | 2021-01-08 07:00:00 (FRI) | 2021-01-14 12:36:54 (THU) | 2021-01-09 07:00:00 (SAT) | 6:00:00
4 | 2021-01-09 07:00:00 (SAT) | 2021-01-14 12:36:54 (THU) | 2021-01-10 07:00:00 (SUN) | 0:00:00
db<>fiddle here