david.chaloupka

I believe that what you are looking for is Chart Metric "Avg. Open Time" which computes for each ticket the difference between the time the ticket was open and the time it was closed (and averages the final values). The "Avg Work Time" actually computes average time that was recorded on Tech Notes of the the tickets and…

Not to worry. I am just sorry our response came so late. Thank you for contacting us and if you have any other questions, feel free to use Thwack again. David

Could you please describe where those two values are present (perhaps a screenshot would be best)? I ask because based on the database schema, Client entity has relation to only one Location and/or Department entity. If the number of affected client accounts isn't high, I recommend to navigate to Setup > Locations &…

By any chance, haven't you modified system time on the appliance while WHD was running (either manually or by some automated task)?