Hi Support,
  Can someone please assist me with reporting on how long a request has been active (i.e. assigned a status whose running status is set to True).

Example:

SLA: Critical status = 8hr completion

Contact raises critical request at 10am today
Support Rep responds at 10:30am today asking for further information
Contact responds at 1pm tomorrow

1) Full elapsed time since request was raised = 27 hours - SLA breached
2) Running time (time request was with us and not the Contact) = 30 minutes, 7 1/2 hours remaining on SLA

I wish to report on scenario 2) above as the first would mean any of our clients could force an SLA breach simply by neglecting to respond in a timely fashion.

Thanks,
  Andy