I would like the ability to report on the actual time that an incident was worked on. Currently, there is no way to capture that.
For example, an incident is created at 10:00 AM on Monday. I change the state of that incident to "On Hold" at 11:00 AM on Monday. That should stop the "clock" because the incident is placed on hold. I change the state to "Assigned" at 5:00 PM on Monday to start working on it. I change the state to "Resolved" at 6:00 PM on Monday when I finish working on the incident.
The actual time worked in the example above is 2 hours. The clock should stop when there is no activity for various reasons.
This applies to companies that have KPI metrics that require tracking of actual time work is being done on an incident. Incidents are sometimes placed "On Hold" or "Awaiting Input". If a technician is waiting on information from a third party, that technician should not that 3rd party time reflect negatively on his/her resolution KPI.
Thank you.
