If a ticket goes into onhold status and say remains there for a week, when the ticket is finally marked as solved, does the full resolution time take into account the week it was onhold for?
Onhold affect full resolution time
Hey @darren14, great question! The clock doesn't stop when the ticket is on hold so if a ticket was on hold for a week before being solved, that week would count towards the resolution time.
Let me know if you have any other questions!
Great thanks.
I've been pointed towards this article.
I'm trying to exclude the pending and onhold from the full resolution time, but seeing this error.
I've read the data types, but I don't fully understand it.
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Unfortunately, the VALUE function cannot be used in the formula if non-database-level metrics are being used. More details about this here.
As a workaround, you may use something like this instead -