Possible reasons for the issue are as follows:
- If a ticket is created without any status changes, the "resolution time bhrs" field will remain null.
- If a ticket is created with a status of "resolved," "closed," or "pending," the "resolution time bhrs" field will also remain null.
- If a ticket is created during non-business hours and resolved during non-business hours, the "resolution time bhrs" will be 0.
- If a ticket is created during business hours and resolved during either business hours or non-business hours, the "resolution time bhrs" field will have the proper value.