Stephane M

Hello,

I am trying to calculate the Requester wait time for the last assignee.

For example : let's say a ticket is created, spends 2 days as new, is assigned to Agent 1, ticket stays open for 3 days while assigned to Agent 1, ticket is then assigned to Agent 2, and stays open for 1 day before being solved.

The current Requester wait time for the ticket is the total of all wait times : 2 + 3 + 1 = 6 days

I'd like to only have the wait time since Agent 2 is assigned to it, which would be 1 day !

Would there be any way to calculate that ?

Thanks for you help !