I have a request raised where i need to find out the time taken since the ticket is created and then it status is changed.
For example ticket created at 16:00 with status open and at 16:30 it status is changed to "closed"
The answer should be 30 min, but i am just not sure how to achieve this?
Each action will have it's own creation date/time. So therefore, you will be able to calculate the period of time between the Incident Creation DateTime and the Close Creation DateTime for example.
This article How to calculate the "business time" of an incident should give you all you need.
Hope that helps?
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