I want to run a Helpdesk report that calculates the average Initial Response and Resolved SLA times for all closed tickets. The numbers seen here:
But I can't find those numbers ANYWHERE in the database tables. As far as I can tell it's taking these rows from the htblhistory table...
06/30/2016 13:30:39 (Ticket created)
07/01/2016 12:07:23 (Added public note)
...And doing the math to get that "1h 23m" Initial Response time seen above, but is that data stored anywhere or is that calculation being performed dynamically on the website behind the scenes?
The math is clearly being done somewhere, somehow...
How/where can I find that data? Ideally I'd like to just SELECT AVG(column_name) FROM table_name but I can't tell if those times are being stored or calculated on the fly.
Thanks!
