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Need to track status

i need to calculate the responsiveness of the ticket

(first response)Status change - case created time(Date /time Opened)=Responsiveness.


Date/time opened-i want to track the tickets created between (monday to thursday 8 am -4pm)


Please give me some ideas..





Hi Ezhil, 


There is a standard feature called Milestones and that is used for similar requirement, that would help you track these functionally.