Reply back from admins
A reply back from osticket support...
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Service Time is the average (estimated) time it takes to close a ticket. It's not useful at all for tracking time a technician or staff worked on an issue.
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osTicket Support
http://osticket.com(http://osticket.com)
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I think that means that it's a feature and it's working as planned (yet it's not useful for tracking time even though that's what the field is named).