Was curious, it's come up a lot, and I never understood it, this is from /include/class.report.php: 'ServiceTime' => SqlAggregate:(SqlFunction:( new SqlField('closed'), new SqlField('created') )), 'ResponseTime' => SqlAggregate:(SqlFunction:( new SqlField('thread__entries__created'), new SqlField('thread__entries__parent__created') )),So, it's doing a MySQL Date difference between fields "created" and "closed", then calculating how long it takes for someone to respond to the thread by posting a message to the thread. DATEDIFF is defined here: https://dev.mysql.com/doc/refman/5.7/en/date-and-time-functions.html#function_datediffThe output is in Days! Not sure why it takes so long to run on mine.. opening the dashboard means sitting there for a few minutes waiting. The database server isn't short on resources!0.4 days = 9.4 hours Yup, sounds about right. Important tickets have nice low Service Times, and quite low response times.. all is happening well.We've got a Topic with an average service time less than response, likely because once the purchase order is processed they close the ticket without adding to the thread, or from simply deleting spam. We've also got service-time's of 62.4.. which is pretty damned impressive! Ticket sitting open for 2 months.