Hi Zendeskers,
I was wondering if anyone could help me build a report that returns the tickets currently set in "pending" status and have been in "pending" status for more than 72 hours (24 business hours)?
I've tried a few different formulas but i'm not confident on this. Here is my standard metric calculation:
IF ([Changes - Field name] = "status" AND [Changes - New value] = "pending" AND VALUE(Field changes time (min)) > 4320 ) THEN
[Ticket ID]
ENDIF
Unfortunately you cannot do this in Explore because the pending status time will only be calculated once the ticket is no longer in pending status. I would say a better option is you can use an automation for example and use the condition of hours since status pending and then use 72 hours or 24 business hours.