Hello, actually it is not an error in itself the OSTicket.
The following is the scenario:Version: v1.9.12 MySQL Version: 5.5.49PHP Version: 5.5.9-1ubuntu4.16My question is as follows. Weekly must deliver a report of tickets for visits and closed. Manually export a spreadsheet osTicket and create a database. But I have tickets to the average service time is a little high because we were in need of vendor support. Analyzing this case the service of my analyst time was "x" it found the problem and had to spend the demand for the supplier, then on the service has become the supplier's responsibility. How can I handle this time? service time of my analyst and vendor time? They have experienced this situation?How do I pause the service of my analyst for the supplier of the service to be performed and not influence in my time of service?The following spreadsheet image I created, do a simple formula. Creation date - date of last update (Date0-DateF).