Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Admin |
Yes, from the ticket updates dataset. In business hours it takes a calculation, and it is worth knowing why.
Where the answer lives
The ticket updates dataset records each change with a timestamp. Time in a value is the gap between the change that set it and the change that replaced it.
The tickets dataset holds only the current value, so this question cannot be asked there at all.
Status is the easy case
Time in status is available directly, including in business hours. If the field you care about is status, you are done.
Other fields need building
For a custom field, you are calculating the difference between consecutive updates yourself. Straightforward in calendar hours, more work in business hours, because the calculation has to skip evenings, weekends and holidays.
Why business hours matters here
A ticket sitting in one value from Friday afternoon to Monday morning is 65 calendar hours and perhaps 1 business hour. If you are measuring your team, only the second is a fair number.
The cheaper alternative
An SLA policy on the state you care about. It measures in business hours by design, alerts while it matters rather than in a report afterwards, and needs no formula.
Where the question is "are we leaving tickets in this state too long", that is usually the better tool.
Check the schedule first
Business-hours measures are only as good as the schedule behind them. A schedule that has never been updated with holidays produces confident and wrong numbers.
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