- Clear Resolution Time - It is time of all ticket statuses except “Fixed”, “Closed” or “On Hold” according to the service work schedule.
- Time for Issuer Waiting - It is time of status “On Hold” according to the service work schedule. Do not include the time in the status "closed". Include the time from status “Fixed” to any other except “Closed”
- Total Resolution Time - It is time of all ticket statuses except “Fixed” and “Closed” according to the service work schedule. Also it could be calculated as [Effective time] + [Waiting for response time].
- Fix Guideline by Resolution - It is the number of tickets that:
  - Resolution Date (Fact) (the system field in the ticket) is included to the requested period of time;
  - The current ticket status has the flag “Ticket in this status is fixed”;
  - The ticket doesn’t have the flag “Resolution overdue”.
- Average resolution time - it’s the clear average resolution time of the tickets.
- Total amount - it is the tickets that:
  - Resolution Date (Fact) (the system field in the ticket) is included to the requested period of time;
  - The current ticket status has the flag “Ticket in this status is fixed”.
- In progress, Resolution overdue:
  - The ticket has flag “Resolution overdue”;
  - The current ticket status doesn’t have flags “Initial”, “Ticket in this status is fixed” or “Final”.
- The service quality is calculated as:
  `Fix Guideline by Resolution / (Total amount + In progress, Resolution overdue) * 100%`

We suppose for this workflow that it is worked automatic transition from status “Fixed” to “Closed” after N days. We don’t take into account this time.
If it is necessary for your workflow checking the ticket by Issuer, we advise you to rename the status “Fixed” to “For checking” and delete for it the flag “Ticket in this status is fixed”. In this case the time “7” will be considered in the indexes “Time for Issuer Waiting” and “Total Resolution Time”.