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Each metric can have one of the two time measurement methods:
•Waiting time for the first response
The metric starts running when a trouble ticket is created.
The metric irrevocably stops when the first public comment, authored by a user with HelpDesk employee or administrator role, appears in the ticket. •Total waiting time for ticket solution The metric starts running when a trouble ticket is created.
The metric is suspended when the ticket status is changed to “waiting for response” or “suspended”.
The metric is restarted (continues) when the ticket status is changed to “open”.
The metric irrevocably stops when the ticket status is changed to “closed”.
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