Does ticket status affect or change full resolution time?

October 19, 2021 04:55

Question

Answer

Full resolution is the total time from creation to the most recent solve of the ticket. The ticket status at any point before the solve does not impact or change the calculation for full resolution time.

If you would like to calculate resolution times based on the ticket status, you can use the following attributes:

Agent Wait Time which is the total time in pending.
Requester Wait Time is the total combined time in new, open, and on-hold.
On-Hold Time is the total time on hold.

Note: These metrics are not live counters, so specific corresponding events should occur for the data to be recorded in these metrics. For more information, see the article: Native time metrics defined.