What is the status time?
The status time shows how long a ticket has already had a certain status, for example "How long has a ticket been set to 'Open'?"
The status time can be found under the status in the ticket header - this is only displayed for tickets that have not yet been completed.
It is also possible to sort the tickets based on the status time in order to identify which requests have gone unanswered for a longer period of time.
What is the resolution time?
The resolution time indicates how long it took for a ticket to be closed. All times for the different assigned status, except "Pending external", are added together here.
The resolution time can be found under the status in the header of the ticket. This is only displayed for tickets that have already been completed.
Display of metadata
To get a more precise overview of how long a ticket has been in the respective status, you have access to the available metadata in each ticket. You can find these at the bottom of the sidebar of each ticket.
All accumulated status times for a ticket are displayed here.
Example: If a ticket has been in the "Open" status three times, all three instances are added together here.