Satoshi Ishii

Thank you

IF [Changes - Field name] = "status" AND
([Changes - New value] ="pending" OR [Changes - New value]="solved")
THEN
DATE_DIFF([Update - Timestamp], [Ticket created - Timestamp], "nb_of_minutes")
ENDIF

This shows the list of times until the status of Pending(or Solved) and 1st value(MIN) is the time of first time. 

I would like to measure (average, medium) the time until the ticket becomes Pending because it can be actual first response to customer. Struggle to create calculate metrics. Advise is appreciated

we are using macro to escalate/handoff to the other team. The same macro can be used multiple times, so tag does not provide us the information when and how many. We would like to get the detail report about macro

Hi,

Based on this article, I think "full resolution time = agent wait time + requester wait time", but I see the case that it is not correct. As far as I checked some tickets, this calculation is not correct when the ticket is reopened. agent wait time and/or requester wait time are counted correctly after the reopen?