Our development team relies a lot on the chart resolution time for bugs raised by our customers. Many a times some of the bugs are blocked due to third parties.
However, since the way resolution time is calculated (open to resolved status time), the metric does not show us the real picture.
Even if one bug took 5 min to fix but was waiting for another 3rd party for 2 months, the resolution time shows 2 months , which is not true.
I know service desk allows you to stop the timer and lets you calculate a similar metric. However, considering the cost service desk is not an option for us.
Is there any other alternative to this. Any workaround any one might want to suggest?
We've created a specific plugin for our customer to calculate those SLA rules (with automatic acceptance based on conditions) that will put ticket on delay when it is in certain statuses. So haven't found good existing generic solution that will satsify the requirements. So maybe you should look into development / order of such kind of feature.
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