KPI report - total time of incedent record in status 'on hold'
Hello
We have two request status 'on hold' and 'waiting for feedback'
I need a report listing for each ticket the total amount of time the ticket has been in status 'on hold' and/or 'waiting for feedback'. Note that during the life-cycle of a ticket, a ticket can be multiple times in one of those 2 status, taking in account the account the service hours.
Needed fields:
request id, technician, group, title, total time ticket in status 'on hold' and 'waiting for feedback'
Thanks a lot
Marc
We have two request status 'on hold' and 'waiting for feedback'
I need a report listing for each ticket the total amount of time the ticket has been in status 'on hold' and/or 'waiting for feedback'. Note that during the life-cycle of a ticket, a ticket can be multiple times in one of those 2 status, taking in account the account the service hours.
Needed fields:
request id, technician, group, title, total time ticket in status 'on hold' and 'waiting for feedback'
Thanks a lot
Marc