I see some placeholder variables in the Summary reports, such as ‘Open Duration’, ‘Resolution Duration’ and ‘Elapsed duration’. What are these and how are they computed?

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I see some placeholder variables in the Summary reports, such as ‘Open Duration’, ‘Resolution Duration’ and ‘Elapsed duration’. What are these and how are they computed?

1. Open Duration.
For an ongoing ticket, Open Duration is the interval, between ticket creation and the present time. For a resolved ticket, Open Duration is the interval, between ticket creation and ticket closure.

2. Resolution Duration.
It is the interval, between ticket creation and ticket closure time. It is applicable only to resolved tickets. For ongoing tickets, this will always be zero.

3. Elapsed Duration.
For an ongoing ticket, Elapsed Duration is the interval, between the ticket due and the present time. For a resolved ticket, Elapsed Duration is the interval, between the ticket due and the ticket closure time.