Average time to ticket close report
We have been using the K1000 for a couple of years but we are still trying to figure out how to accurately report on the average time taken to close a ticket. However; we do not want to include time that the ticket was "Stalled" due particular statuses (i.e. Waiting...)
Does anyone know of a current way to do this? We are on v9.0 of the appliance. I noticed there is not timers or a second timestamp to show when a ticket is no longer stalled, etc...
ideally, what I am looking for is: timestampdiff(x, tbl.created, tbl.time_closed) - (tbl.time_stalled) or something similar.