Idea ID 1683111
Calculated fields can be used to keep the duration for a particular status, phase, etc. but number of calculated fields available are limited and we're looking more general solution like "clocks" or "timeduration4probsummary" in Service Manager.
Additionally, we had several requests from different Customers who would like to keep track of response and resolution times of each assignment group seperately when the Request or Incident is reassigned to another group. Current OLA definitions can only measure total time spent on the assignment group only.
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