Trying to figure out how this works.
Using a Sample Report "Average Open Time this Month". The Chart Metric radio selection is "Avg. Open Time".
Not sure what this means. The resulting report give a bar chart with a legend that has all "Status" categories, and shows Hrs:Mins for each Status Category for each Technician.
My question is, where does this "Time" come from? In my Setup > Tickets > Status Types, there is a column for "Count Time". I only have YES for "Open", "Assigned", "Pending Approval", "Approved", and "Denied".
Yet, in the report, it is reporting times for "Resolved" (meaning what???), and "Closed" (again, meaning what???). I even have "Canceled" showing a Average Open Time.
Not even sure what an Average Open Time means for Statuses such as Canceled, Resolved, Closed. But I am thinking the Statuses, where I have NO for Count Time should NOT even be listed in the legend.
I am only interested in how long a Ticket has the status of OPEN. How long a Ticket has a status of Assigned, and debating whether I even need to track how long a Status of Scheduled.
So I am wondering how accurate these numbers really are…