Daniel Hristov

Hello all,

We want to track the average the tickets from a certain period was in on-hold status.

For example, if there are three tickets from that period as follows:

Ticket #1 was new for X min, pending for Y min, on-hold for 5 min, pending for Z min, on-hold for 3 min, solved.

Ticket #2 was new for X min, on-hold for 4 min, open for Y min, solved.

Ticket #3 was never in status on-hold (0 min).

We want to receive the average of 8 (5+3) and 4, and not the average of 5, 3, 4, and 0.

How do we build that in explore? Currently we can track how much on average a ticket stayed on-hold after each time it was submitted with this status, but that is not what we want.