Calculating business hours spent on a ticket

[sydches]

Hi,

I've attached a file here which has the relevant info.

Basically, I'm trying to understand the time spent within my queue (MyTime), and also calculating the time spent in the customer's queue (CustTime). As you can see, my formulae in the columns D and E are positional, and not dynamically looking through unsorted data.

1. This is dependent on correctly sorted data (sorted by ticketno and by time columns)
2. "CustQueue" is a hardcoded value and is not from a range of values, which would be ideal

What's the best way to solve this problem?
Appreciate the suggestions in advance. Thanks for the help!

Unable to attach a file to the post...so here's the data (I can mail example file on request)
TicketNo Assignment Time MyTime CustTime
MyTicket1 CustQueue 17/03/2004 20:19:22 0 0
MyTicket1 MyQueue 17/03/2004 20:20:01 0 0.000451389

The formulas in D2 and E2 read
=IF(A2=A1,IF(OR(AND(B2="CustQueue",B2<>B1),AND(B2<>"CustQueue",B1<>"CustQueue")),MOD(C2,1)-MOD(C1,1)+(NETWORKDAYS(C1,C2,Hols)-1)*1/3,0),0)
=IF(A2=A1,IF(OR(AND(B2="CustQueue",B2<>B1),AND(B2<>"CustQueue",B1<>"CustQueue")),0,MOD(C2,1)-MOD(C1,1)+(NETWORKDAYS(C1,C2,Hols)-1)*1/3),0)
respectively

Syd