Your dilemma is not an uncommon one. Unfortunately there is currently no built-in method for someone to "stop the clock" to account for delays that are out of the hands of the assigned technician. The time to complete a ticket is simply taken from the time it was opened until the time it was closed. A new status may work for you, but then again, it wouldn't be hard for the technicians to simply change the status to "Feedback" whenever they felt like it to help pad their stats. :-)
At any rate, the information displayed under the Audit Trail tab of the work orders is actually taken from a few different tables and it isn't easy to extract the data.
These are the tables that you would need to link together:
DbChangeLogValue (linked to DbChangeLog by DBChangeLogID)
DbChangeLogColumn (linked to DbChangeLogValue by DbChangeLogColumnID)
The columns you may be the most interested in would be:
DBChangeLog.PkValue (work order number)
DBChangeLog.CreatedTime (date/time that a change was made)
DBChangeLog.PrincipalName (technician that made the change)
DBChangeLogColumn.TableName (you would want records associated with the TASKS table)
DBChangeLogColumn.InsertUpdateDeleteCode (type of change that was made; insert, update, or delete)
DBChangeLogValue.StringValueNew (new value that was set. For example, if the status is changed)
Not entirely easy to put it all together but if you know how to code and run SQL queries maybe the information above will help get you going.
Well, ok, I know you guys "seriously consider all feature requests" - it would be foolish not to listen to the users. But what I meant was "is there any way to tell whether this is up there in the priority count, and likely to be included in a near-future release, or is this something that just a couple of nit-pickers asked, and will be included sometime within the next 150 years?". I am assuming that this is a "much requested and needed function", because I would love to see it, but there's no way to really know - other than trying to sneak the question to the development team!