Does Requester Wait Time exclude all custom statuses in the Pending Status Category?



Posted Apr 09, 2025

The documentation I can find for Requester Wait Time for Analytics/Explore & SLAs states that it is time spent in New, Open and On-hold statuses. There is no mention I can find about the broader status categories and specifically custom ticket statuses.

 

Question: Does Requester Wait Time exclude all statuses (including custom ticket statuses) that fall into the Pending Status Category or only the time a ticket spends in the default Pending Ticket Status?

 

It is critical from a reporting and SLA standpoint to better understand how custom ticket statuses are considered in existing measurements.


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