Need Custom Report on Time Elapsed for Pending Tickets

Need Custom Report on Time Elapsed for Pending Tickets

Need Custom Report on Time Elapsed for Pending Tickets:


We report daily the list of Pending Tickets and Breached Ticket.  I would like to present to the teams an added column that shows how long this ticket has been in an OPEN state.  As I understand it, if the ticket has passed through on hold during its lifecycle the TIMELAPSED doesn't reflect this.  How can I effectively show how long a ticket has been lying in an open state in a report.  Do I need to write a customer report or can the system do this for me.

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