Hey ServiceDesk Pals,
Correct me if i'm wrong, but isn't there an "Stop/Start Clock" Attribute that you are able to pull to determine the amount of time a record it took to resolve (min)?
Currently I would like to run a report on incidents that have been closed within a hour, but the incidents that were in a pending status need to have the clocked stopped then started back up after leaving that pending state. I have the process designed to stop the clock and start the clock, but I'm not sure which attribute this is to pull from? Is this possible?