Reporting - Ticket History


Hi there,

I’ve been given a task to produce a report that shows how long a ticket has been in triage state before its assigned to a team to work on. Timers are not setup in this environment and we do not have a ‘Triage’ status. Ideally, I’d like to be able to report on the ‘History’ set of fields but I’m unable to add this report into a report in Analytics? 



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Hello @rdtjbrown,


Please check the timers section by navigating through settings → Service Desk → Timers.

You will see there a timer called “Time To Respond” where you can modify the Timer Expression with the desired statuses or Service Records Type.

And you can also add the Time to Respond timer in a Custom Report.

Timer - Time to Respond