When you go in to run Ticket Reports, how is the Avg. Open Time calculated?
I was wondering because when I do a calculation for MTTR, I take the total number of hours tickets were worked, and divide it by the total number of tickets. The result is close to the Avg. Open Time, but just a few hours off (around five hours off). So I was wondering how it was automatically calculated in Avg. Open Time (versus manually calculated for Mean Time to Repair as I described).
