How to calculate processing time for a new ticket state

Technical assistance
1

Hello!

We have added a new ticket state into Zammad: “In Progress”.
I need to calculate the time each ticket was in this new state.
I cannot find any related param in the Reporting document.

Seems, that a new calculation should be added into the Reporting.
Questions:

  1. How to add a new calculation for new ticket state?
  2. If it is not possible, can the existing calculation be substituted with a new calculation?
  3. If both not possible, how the real time, when agent is working with the ticket, can be calculated automatically?
  • Used Zammad version: 5.4.1
  • Used Zammad installation type: docker-compose
  • Operating system: ubuntu 20.04
  • Browser + version: Google Chrome 120.0.6099.200
2

That Zammad version is extremely outdated (also was in January already). You’re missing security patches, upgrade to latest stable asap if not done already.

To your question:
This is not possible. The information could be fiddled out of the history of each ticket, but that’s not the easiest part and requires the use of Zammads API.