Hi all,osTicket has been working great for me, but I would like to have an customization.Is it possible to keep track of the time all the status a ticket has changed, and calculate the effective time taken for the ticket to be resolved?For example :#1 :Action : User emailed to create an issueTicket status : Created/OpenTime : 1st June 2017, 4#2 : Action : Manager assigned ticket to an agentTicket Status : AssignedTime : 1st June 2017, 4#3 : Action : Agent starts to investigate issueTicket Status : InvestigationTime : 1st June 2017, 4#4 : Action : Agent sends an email to a vendor or third-party to clarifyTicket Status : Awaiting External ResponseTime : 3rd June 2017, 12Vendor/Third-Party replied and clarified with Agent at 3rd June 2017, 4. Investigation continues.#5 :Action : Agent resumes InvestigationTicket Status : InvestigationTime : 3rd June 2017, 4#6 : Action : Agent found bug, and fixed it. Agent emails user to clarify/notify of it.Ticket Status : Awaiting User ReponseTime : 3rd June 2017, 6At this point of time, likewise, the time-tracking should be paused / not calculated into, as the agent is awaiting response from user.#7 :Action : User responded stating issue is fixed. Agent closes ticket.Ticket Status : Closed/ResolvedTime : 4th June 2017, 9In other words, 'Awaiting External Response' and 'Awaiting User Response' will pause/halt the effective time taken by the Agent to solve the issue.Thus, the effective time taken from the Agent is simply :#1 + #2 + #3 + (Start of #4) + #5 + (Start of #6), in other words,1st June 2017, 4 until 3rd June 2017, 12 = 1 day 20 hours 35 minutes (#1 + #2 + #3 + (Start of #4))3rd June 2017, 4 - 3rd June 2017, 6 = 1 hour 25 minutes (#5 + (Start of #6))Total effective time taken from Agent : 1 day 22 hoursIs it possible to modify existing source code to fit this functionality or it will be too big of an overhaul?Sorry for the long question and any inconvenience caused.