I'm hoping someone can explain the timers in SDP...I may be overthinking this.

 

I'm trying to generate summary reports (details of each incident or SR) on things like:

First Response Time

Time from Created to Closed

Time from Created to Resolved

Time from Created to Assigned

Summary of all assigned techs for a ticket with individual and cumulative worklog.

 

I've already seen some really nice queries by Murali, but I really need to know where timers are placed, what triggers them.

 

For example:

 

What is the formula for response time?  Time Created to Time Closed - Time On Hold = Total time ticket was opened (how do custom statuses affect timers)?

 

Time Created to Time Resolved = Time to resolution (does this ignore time-on-hold?)

 

I'll ask about work log in a separate thread.

 

Thanks,

Adam