A Service Level Agreement or SLA is an agreement for
response and resolution times that the organization's support
team commits to the end-user.
The below metrics measure Resolution Time:
»Requester Wait Time is the total
time spent in the new, open and on-hold statuses. The SLA
pauses on pending issue
»Agent Work Time is the total time
spent in the new and open statuses. The SLA pauses on pending
and On-hold.Choose only one resolution time metric. Resolution
metrics use the status of the ticket for starting, pausing, and
stopping, as opposed to comments