Actual ticket metrics used to evaluate performance and SLA.
| Field Name | Description |
|---|---|
| business | Number of working days |
| Request date | Request creation date in the format: day/month/year, hh:mm:ss |
| Resolution date | Request resolution date in the format: day/month/year, hh:mm:ss |
| Resolution time (h) | Resolution time in hours |
| ticket_id | Ticket identifier |