JSD, default reports - Time to resolution

[Mika Paaso]

Hello,

Quick one, default report: Time to resolution

Does this just calculate the total time from ticket opening to closing?
It is not considering states like pending, right?

BR,

-Mika

[Jack Brickey · Accepted solution]

It looks at the Resolution being set. So unless you are setting the Resolution at Pending then it will not be considered.

[Mika Paaso]

Thank you for quick answer.

[Tessa Tuteleers]

You can always check (or alter) the "time to resolution" SLA out if you want to be sure where is starts, stops and pauzes if you have project admin rights. 

[Jack Brickey]

yes! that is correct. I should have noted what it is by default. You can make it be what you want.