Hi list, Perhaps I'm not doing it right but I'm trying to find a way to have the solutiontime discounting the time when the ticket stood on pending and also the time when it stood as closed. Below you have 1) Report Result and 2) Ticket_History query for this very ticket. Any clue anyone!?!?! Thx so much in advance. Ticket# Created Close Time Priority CustomerID SLA FirstResponse FirstResponseInMin SolutionTime SolutionInMin 1010 24/02/2010 11:12 24/02/2010 12:17 3 Normal IT P2 - 4hs 24/02/2010 11:45 33 24/02/2010 12:17 65 Ticket_History.id Ticket_History. Create_Time Ticket_History.Name Ticket_Status.Name Ticket_History_Type.Name 174 2010-02-24 11:36:02.467 %%new%%open%% open StateUpdate 181 2010-02-24 11:52:25.780 %%open%%pending auto close+%% pending auto close+ StateUpdate 185 2010-02-24 11:55:46.933 %%pending auto close+%%open%% open StateUpdate 189 2010-02-24 11:56:09.513 %%open%%closed successful%% closed successful StateUpdate 193 2010-02-24 12:08:23.937 %%closed successful%%open%% open StateUpdate 196 2010-02-24 12:09:19.267 %%open%%closed successful%% closed successful StateUpdate 198 2010-02-24 12:11:29.313 %%closed successful%%pending auto close+%% pending auto close+ StateUpdate 202 2010-02-24 12:16:48.423 %%pending auto close+%%open%% open StateUpdate 205 2010-02-24 12:17:00.827 %%open%%closed successful%% closed successful StateUpdate Regards / Saludos / Cordialmente, Estevam Viragh Technology Manager +55 11 4501-9426 T +55 11 4501-9436 F +55 11 7605-4538 M estevam.viragh@sitel.com mailto:estevam.viragh@sitel.com Sitel Achilles Orlando Curtolo, nº 499 Barra Funda - São Paulo 01144-010 Brasil +55 11 4501 940 www.sitel.com http://www.sitel.com/ P Please consider the environment before printing this mail. **CONFIDENTIAL NOTICE** This e-mail and any files transmitted with it may contain PRIVILEGED or CONFIDENTIAL information and may be read or used only by the intended recipient. If you are not the intended recipient of the e-mail or any of its attachments, please be advised that you have received this e-mail in error and that any use, dissemination, distribution, forwarding, printing, or copying of this e-mail or any attached files is strictly prohibited. If you have received this e-mail in error, please immediately purge it and all attachments and notify the sender by reply e-mail.