I have a setup were tickets move between groups.
Request client --> First Line >> Second Line >> Devops >> First Line --> Final answer to client
Is there a way to measure how long tickets were assigned to a specific group?
- Ticket created at 9AM and assigned to first line
- Ticket moves at 10AM to second line and they reply internally and reassign back to first line at 3PM
- Ticket closed by first line with reply at 4PM
- 2H assigned to first line
- 5H assigned to second Line
I'd probably show it as an average across all assignment times per group
I've been testing with the metrics and updates data but can't seem to get that data?
Any help would be greatly appreciated.
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