I am really struggling with this one.
We have a custom text field which specifies ticket status.
We have the following terms:
Open - Under Analysis
Pending - Customer Response
Pending - Support Follow Up
Pending - Internal Department
I have a report already, that lists the following:
day ticket created, ticket id, requester, organization, day ticket solved, resolution time, satisfaction etc.
All in a table.
However, I need to add the total time in minutes, that each ticket spends in each custom status.
ie. per ticket listed in the table, it would have a value for Pending-Customer Response & Pending - Support Followup etc and all of these would add up to my total resolution time.
I need these for all of my closed tickets. But I can only figure out how to get it for the current status each ticket is in (ie if the ticket is in Pending - Support Follow Up, it gives me the status of Pending - Support Follow up, not the status of all tickets closed and each of their values)
I am really struggling and would love advice
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