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Question

Onhold affect full resolution time

  • February 8, 2024
  • 4 replies
  • 1 view
D

If a ticket goes into onhold status and say remains there for a week, when the ticket is finally marked as solved, does the full resolution time take into account the week it was onhold for?

    4 replies

    Brett Bowser
    • Brett BowserCommunity Manager
    • Community Manager
    • February 8, 2024

    Hey @darren14, great question! The clock doesn't stop when the ticket is on hold so if a ticket was on hold for a week before being solved, that week would count towards the resolution time.

    Let me know if you have any other questions!

    D
    • Darren14
    • Author
    • February 9, 2024

    Great thanks. 

    I've been pointed towards this article. 

    I'm trying to exclude the pending and onhold from the full resolution time, but seeing this error.

     

    I've read the data types, but I don't fully understand it.

    James101
    • James101Employee
    • Employee
    • February 13, 2024
    Hi Darren, 
     
    Unfortunately, the VALUE function cannot be used in the formula if non-database-level metrics are being used. More details about this here. 
     
    As a workaround, you may use something like this instead - 
     
    (VALUE(Full resolution time - Business hours (min))/60)
    -(VALUE(Agent wait time - Business hours (min))/60)
    -(VALUE(On-hold time - Business hours (min))/60)
    D
    • Darren14
    • Author
    • February 13, 2024

    That's great. Thanks for the workaround.

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