We have a requirement to calculate total time taken by a group during entire life cycle of the ticket.
Can we have this report via Boxi or any query.
Hi Any update on this?
You need to activate the kpi_ticket_data_table under Administration -> Options manager -> key performance indicator
After that you will be able to create queries to get this information.
Brace yourself, you'll need some SQL knowledge
Some of the ideas or concepts mentioned in this almost similar query may help:
Is there another way to determine if a ticket has been transferred from the original group?
Retrieving data ...