I'm trying to create a report on the average duration of a ticket in a certain group.
In my case I need the average time the ticket stays in a certain group after a group change but without another change of group or status. In the Dashboard I need to see the avg age of all open Tickets within my group, but the age within my group only. I don't need to know the actual ticket age, just the time since they were pushed into my group.
I thought I could somehow use the time since a Text Field Change solution (I have changed the Text field from "Data Status" to "Ticket Group") but the report shows only a 0
Any help would really be appreciated ;)