I have a customized SLA called "Processing Time (Actively Underwriting)" that tracks the time a ticket is "In Progress" (clock starts counting when the status is set to "In Progress" and stops counting when the status is changed to any other status). I was able to set up a report showing me the average time the team has spent "in progress". Now I want to edit it to exclude any instances where the processing time is over 30 mins. I can't get this to work. I'm using:
"Processing Time (Actively Underwriting)" <= elapsed("30m")
Every time I do this it shows the average as 0. How do I fix this?
