I'm just forwarding on a request bought up by one of our team members here. It was brought up what I believe is a design flaw or a bug where Samanage is looking at the time to resolution in a too linear way. For example, the ticket below was open March 2nd and closed March 2nd but as a practice with the department, they asked that the request reopen the request as a follow-up. In doing so it has been screwing up their reporting. Making the time to resolution bigger than what it should be. Would this be something that can be fixed or adjusted so that it only counts time active and not the time since it was created from as time spent to resolution?
Example:
Ticket opened 3/1/21 at 9am
Ttciket closed 3/1/21 at 10am = 1 hour
Ticket reopened 6/1/21 at 2pm
Ticket reclosed 61/21 at 3pm = 1 hour
The current result reported would be 107 hours where we need to to be actual time spent of 2 hours.
