We have agreement times per Priority:
Blocker: 8h (official Office hours)
And in near future a so called “Fasttrack” RMA Service package (not depended to priority): 2h
Time is not running, if
- ticket in status pending
- Public holidays (per Lab location)
We want something like in the attached screen shot.
We need also Pending time calculation (we have in near future 4 different pending states). For each the option to have charts, values and so on (and the overall sum).