Hi community!

In the Time Between Ticket Statuses support page, under Common Use Cases, there is an example for Tracking Service-Level Agreement (SLA).

In that example they are using the values below for the date calculation.

• Start value: Most recent time entered: Open
• End value: Most recent time exited: Open

My issue is that they are building a SLA prosses for how long the ticket as been in the same status but only after the status has changed. that method of SLA monitor make no sense because usually you need to monitor the tickets that are still on the status “open” and not the ones that has changed.

Maybe I'm missing something but is there a way to create a calculation of a sort that i will be able to calculate how long a ticket as been in the same status without changing the status of a ticket?

Thanks and have a wonderful day,

Dar