Hey all, Is there a way to get reports on how much time a ticket has been open? For example we would like to see the average time it takes from when a customer reports a problem till we have closed the ticket. Bear in mind that if the ticket is closed and then re-opened, the duration in which it was closed should not be counted.
It would also be nice if we could see how much time has passed from when the requestor (customer) creates or updates a ticket till one of our support members responds to it. I've searched the list and google in every way I could imagine, but I just can't crack this nut. Can anyone help? I'm trying to setup RT for my new employer and these report features are critical to us. -- Jesper Henriksen <[email protected]> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
