1) "Pending Status".  This appears as either True or False.  I viewed a ticket where this was set to "True" and its status was "On Hold" therefore I assumed that if Pending Status = True, the status of the ticket is "On Hold".  However I then opened another marked as true, and it was "Open".  Does Pending status basically mean the ticket is not Closed / Resolved, or does it mean something else?  

2) "Time Elapsed".  - Could somebody give me a definition of what this looks at

I assumed this meant the Total time spent on a ticket from when it was opened to when it was closed.  I also assumed this took into account operational hours and does not include weekends etc.

To take an example:

1767208 (highlighted green) - This was logged at 6.10am on July 24th

Our operating hours are set from 8am to 7pm  (so there are 11 hours in our day)

Therefore, if this ticket was logged at 6.10am, this means the clock didn't start ticking until 8am.

It then spent the following time until it was closed:

Jul 24th - 11 hours

Jul 25th - 11 hours

Jul 26th - 11 hours

Jul 27th - 11 hours

Jul 28th - 7 hours 34 mins

Total - 51 hours 34 mins (which is what the report says).  

So far, so good.

However looking at 1767081 (highlighted in red)

It was logged at 5.27PM on July 23rd.  As the desk closes at 7pm, it means it sat there for 1 hr 33 mins on the 23rd

It was resolved at 10:28 AM on the 24th.  As the desk opens at 8am, this meant it spent 2 hours 28 mins on the 24th before being closed

Total - 4 hrs 1 min

But the GSD report says 1hr 28 min

I thought maybe the call had been placed 'On Hold' during this time, so the clock stopped.  However looking at the history, the call remained "Open" until it was set to "Closed"

A similar issue occurs with 1767080 (highlighted orange), the time does not add up.

Could somebody please explain how "Time Elapsed" is supposed to work?

3) "Overdue Status" - Again this is a true or false option.  What does this refer to?

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