The field 'Resolution Time' is currently calculated by the difference in minutes between 'Created On' and 'Date Resolved' which works, but when a case is reopened, it doesn't disregard the days it was set to resolved before it was reopened.
Is there a way to make it so when a case is re-opened and resolved again, it only calculates the time the case was open for and adds that to the original resolution time?
Many thanks
Ethan