I'm currently in the process of compiling monthly helpdesk statistics and noticed that the Last Update field reports the time that the ticket was closed--I want it to display the time & date of the last update to the ticket excluding ticket closure.
In our implementation of OSticket, only managers can close tickets after they have reviewed the ticket thread themselves; the tickets may not actually be closed until a day or more after a work order has been completed. Thus, when I need to report response/resolution time the results are inaccurate because the system records the closure date as the last update.
How would one go about doing this?
