In one instance, the ticket has been unassigned for 3 minutes, yet it shows as 0 min.

In another sample, we had a ticket created one day at 9:04 AM, and was still unassigned till the next day 12:15 PM, the time shows as 9Hrs, yet we expect to see 12 hours and 11 minutes, our working hours are set from 8:00AM-5:00PM. Please advise!