I am looking for suggestions on how to accomplish something.
How would you track the duration of time every assignment group tied to an incident has owned the incident with the exception of when the state is On Hold?
The overall idea is to have one overall sum for each assignment group tied to that ticket rather than splitting the time separately.
For example:
The incident is originally assigned to Assignment Group A for 35 seconds.
The incident is triaged to Assignment Group B for 6 hours.
The incident returns to Assignment Group A for 25 seconds.
We'd like to be able to report that Group A owned the ticket for 1 minute and Group B had it for 6 hours (taking into consideration of time the incident was on hold).
