Hi OutSystems Team,

In the OutSystems Support channel, implement a time tracking rule based on SLAs, as some clients use this metric and end up counting elapsed time, which is incorrect.

When the issue remains on the client's side, the SLA should not count, or if the client "disappears" and does not close the ticket, this time should also not be counted. This helps OutSystems protect itself from misunderstandings and potential penalties (fines) from the client, which could lead to misinterpretations.

The current view considers tickets as either open or closed. Time tracking helps with OutSystems' resolution metrics and protects the company from other interpretations and metrics.

It would be beneficial if this data were exported along with the ticket (spreadsheet generation).