I am trying to determine the “Response” time to our tickets. We have
determined that we want to calculate this based on the time between
the Status of New and Open. I had assumed that there would always be
a Transaction table entry for a status change and I could use these
to calculate the time.
However, I am finding tickets which do not have an entry for the
status change of New->Open. Mostly these are tickets which were
replied to via the UI.
Is there a better way to calculate these times?