In response to my Kace support ticket 2691768, the technician recommended that I submit a feature request - this is it - a revision so that the Time Open display field on the Help Desk console would be the actual time that the ticket has been open.
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  • Did he say to submit it here on in user Voice?
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Like rockhead44 said, please submit this to the uservoice forum

Hope you are a patient person.

The way I track this is to make a report of open tickets and do a date subtraction between NOW() and HD_TICKET.CREATED. Also made one for closed tickets in the past month where it takes the HD_TICKET.CREATED and subtracts it from HD_TICKET.TIME_CLOSED to show how long it took to close the ticket.
Answered 01/06/2015 by: h2opolo25
Red Belt

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