I have seen a few references to this, and it is also one of the greatest concerns expressed by nearly all my customers: currently, Track-It measures the time a work order was opened from the day and time when it was opened, to the day and time when it was finally closed. This time is counted in terms of calendar days, not in terms of actual hours-in-active-status.
Even if you create additional custom "closed" statuses, and apply them during the lifetime of a Work Order, it makes no difference because the change in status does not stop the clock. So let's suppose you open a WO on January 1st, change the status to "waiting for parts (closed) on January 3rd, change it to Open on February 14 when the parts finally arrive, and then consider it resolved and closed on February 15th. Track-It will show that the work order was opened on January 1st and closed on February 15th, a total of 45 days, even though the IT department effectively resolved the problem in 4 days (the rest of the time having been spent waiting for parts, or user response, or whatever).
They get penalized with an excess of 41 days against whatever SLA they may have defined, for reasons completely beyond their control. Most IT deparments consider this to be unfair.
(Please correct me if this incorrect! I got this from Tech Support).
There must be a way to assign "suspended" statuses (perhaps with special administrator or supervisor permission), that stop the statistical clock against the Work Order, so that Track-It is able to measure the actual active time of the work order, supported by Technician's notes, as well as the total calendar days that transcurred between Open and Closed statuses, for whatever reasons.