Currently the closed time is calculated by (Closing time - created time - snooze time). However the time that an issue has been closed due to waiting for the client is not taken into account. The correct formula should be:
(Closing time - created time - snooze time - time spent closed).
Currently the closed time is calculated by (Closing time - created time - snooze time). However the time that an issue has been closed due to waiting for the client is not taken into account. The correct formula should be:
(Closing time - created time - snooze time - time spent closed).