I'm looking for a service desk report that tells when the ticket was open and when someone(tech) looked at the ticket. We have a hour resolution time set by management. We would like to know how long a ticket has been sitting.

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  • When you say "sitting" do you mean time from initial creation or time in a certain status... or something else?
  • yes. Sorry
  • Do you want to report on tickets that have been open for longer than an hour without a resolution and are still open? Like a warning, or more of a "how many tickets didn't get closed in an hour yesterday" kind of report?
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