KilbrideL

I have had a scan of the forum and cant find this issue talked about elsewhere. I am sure its a problem with my understanding, but i would appreciate any assistance in making sense of the resolve time and total time on hold calculations. My circumstance is that i have run an export to CSV of a selection of tickets as i am particularly keen to see how my team are using the "hold" function, an example is below: I have calculated the "calendar days open" and the "working days open" myself. We work on a 10 hour day, so have converted the resolve time and TTOH on that basis. The trouble is, that i cant make it tie up with the number of days the ticket was open. I must be missing something in my understanding as i would expect the RT and TTOH to add up to the "working days open" total, but the numbers are either not calculated in the manner i am expecting, or there is another factor that is not included in my calculations. Any assistance would be greatly appreciated.