Is there a way to track the time for which the ticket was not in Awaiting Response status? I intend to quantify the time when the ticket wasn't blocked on my team.
Ticket creation time --> auto-captured
Ticket end time --> manually entered
I intend to achieve the followings using the service desk .csv report
- Total time to resolve the ticket minus the time(s) for which the ticket was blocked by a client or by other time
- Time(s) for which the ticket was blocked by a client or by other time
