5 Replies Latest reply on Jun 28, 2019 5:42 AM by Sneha Wakale

    Creating a Formula and A Report that would compute Ticket Assignment Turn Around Time

    Michael Vincent Condez
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      Hi Everyone,


      objective is to be able to create a formula and a report that would compute how long a ticket is before the ticket is assigned to a particular queue. The duration should be able to exclude the time the ticket went on a PENDING status as well.


      i am trying to explore the SLA module if i could craft anything that would much my requirement, but just in case anyone have reached the same would be glad to hear your thoughts on this.


      I will also continue to search online for possible solutions. thanks in advance.