I'm currently looking into building queries to monitor ticket performance for my team, and I'm a little confused by some apparent disparities in query results.
If you look at the two queries in dashboard below, one is set up to monitor response/resolution times, the second shows status times
As you can see, there are significant differences in total times for resolution vs. total times for status, i'd have expected that status times added together would match resolution times given the ticket will have been in some kind of status until resolved.
I've checked the queries and both of them are calculating by median, concern the same assignees, the same ticket group, and the same time period (7 days prior to today). These are the queries being used:
Can anyone explain the differences I'm seeing please?