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.