When performing reporting in Helpdesk, you may notice that there are certain variables or dimensions that are not part of the helpdesk fields. These variables hold summarized value computed from two or more helpdesk fields.
Open Duration
For an ongoing case, it is the duration between the case creation and the present time.
For a resolved case, it is the duration between the case creation and case closure.
Resolution Duration
It is the duration between the case creation and case closure, and is applicable only to resolved cases. For ongoing cases, this will always be zero.
Response Duration
It is the duration between the email received time and the case creation time.
Elapsed Duration
For an ongoing case, it is the duration between the case due and the present time.
For a resolved case, it is the duration between the case due and the case closure.
Received Date
The date and time the original support request was received (for cases generated from emails) or logged (for cases generated out of phone calls).