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How to configure it?
Click on the Status Group Time metrics button and choose Create Status GroupTime metrics
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Set start/stop and pause statuses for calculation. For example, you can choose "Waiting for Support" as the start status and "Resolved" or "Closed" as the stop status. This defines the beginning and end of Resolution Time. Optionally, configure pause statuses like "On Hold" or "Pending" if you need to pause the clock while waiting for external inputs or approvals.
Set up first/last transition to/from statuses to get more granular data on when an issue was first assigned or when the resolution process ended.
You can also configure Warning and Critical limits to receive notifications if a task takes too long to resolve. The app will send automated emails if the set limits are exceeded, ensuring issues are addressed promptly.
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