Time in status - only for incidents with a particular status
SummaryOnly report on incidents that include a particular status (not status type)
Hi all. I am using the Time in status report (found here: https://cloudcustomerconnect.oracle.com/posts/217d3f8d00?commentId=390726#390726) but I need to limit the report to only incidents that include a particular status, not status type (status_id is Forwarded to SME).
For those incidents we are trying to identify how long it took for the 'SME' to respond to the request (action by the SME will change the incident status to 'Updated'). Currently the report is picking all incidents whether or not the status id was ever Forward to SME.