Hi,

I am trying to measure the duration between the ticket creation and the time that the agent really started to work on the ticket (not assigned to the ticket).

I have an alternative status field that my agents are updating depending on the ticket status and to achieve what I want, I need to measure the time it took to set the field value to "In Work"

There are a few options here:

Move the ticket from "New" to "In Work"
Move the ticket from "New" to "Open" and then to "In work"

I have tried the following query based on one of the posts above but I can't get any value out of it.

Is the query correct?

IF ([Changes - Field name]="IntStatus")
AND ([Changes - Previous value] = "New") OR ([Changes - Previous value] = "Open")
AND ([Changes - New value] = "In Work")
THEN VALUE(Field changes time (min))
ENDIF

Thanks

Yoram