What date fields are recommended to use to get the time resolved minus submitted? I would refer to this as the time to resolve.
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It depends on your application version.
In 6.3, it should be - Arrival Time and Resolved Time
Actualy, it should be between Response time and resolved timen as ticket must have been submitted and Asignee has not yet started working. to consider the actuasl working time this is better.
- Biju Pillai
Ideally it should be between Reported Date of Incident to Resolved Date, but again its depend on Incident Management process what time factor should be consider as actual start time of Incident.
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