What is the difference between Average Age chart (shows avg number of days issues were unresolved over a given period) and Resolution time (shows avg number of days that resolved issues were open for a given period)? Isn't an open ticket unresolved? We use JIRA to track customer complaints and we aim to have resolution in 3 days. Using the resolution time chart, our 2013 average was 4 days and using the average age chart, that number is 77. I'm trying to figure out the discrepancy.
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