We are attempting to track the duration of time between each status change of a ticket. Specifically, we want to calculate the number of hours it took for the ticket to transition from the "open" status to "solved," excluding any time spent in statuses such as "pending" and "hold."
To achieve this, we are utilizing the ticket_events endpoint. While some ticket events have a clear history of status changes, such as "new" -> null -> null -> "open" -> null -> "solved" -> "closed," we have noticed that many ticket update history only contain "solved" and "closed" values in the child_events ->> status field. In these cases, there are ticket update events present, but the status field is missing values. For instance, the sequence may be null -> null -> null -> "solved" -> "closed."
Upon reviewing the tickets endpoint, we can observe the latest ticket status, such as "pending," but this information is not available in any of the update events within the ticket_events endpoint (for certain tickets). We would greatly appreciate any insights into why some ticket events have missing status fields.
Thank you for your assistance.