Is there any way to get the time until status becomes pending 1st time?

Hey @satoshi12 -

You've got some options here.

1) First Reply Time is automatically captured and defined as the time between the ticket's creation and the first public reply from an agent.  Note that this breaks on agent created or initiated tickets.

2) Time in New status.  If the case is true that pending is the first touch, then the ticket would remain in a new status most likely before then, so tracking time in New status might be enough

3) If you need to get more detailed than that, this post (and comments) offers a pretty good guide.

Hope this helps!

Brandon

Thank you

IF [Changes - Field name] = "status" AND
([Changes - New value] ="pending" OR [Changes - New value]="solved")
THEN
DATE_DIFF([Update - Timestamp], [Ticket created - Timestamp], "nb_of_minutes")
ENDIF

This shows the list of times until the status of Pending(or Solved) and 1st value(MIN) is the time of first time.