Recently we have found that our Full Resolution Time has included the time from the ticket Submission to when the ticket has been marked as solved. We utilize the Pending Feature- but that is still being taken into consideration for the Full Resolution Time and has caused a dramatic negative shift in our reports? Is anyone else experiencing this?
Any suggestions on the best way to capture: Time the ticket is assigned to the time the ticket has been solved - but excluding the "Pending" time?
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