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JSD, default reports - Time to resolution Edited


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?



2 answers

1 accepted

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Answer accepted
Jack Community Leader Sep 30, 2019

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

Thank you for quick answer.

1 vote
Tessa Tuteleers Community Leader Sep 30, 2019

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 Community Leader Sep 30, 2019

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

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