I sent this as a feature request directly to BOSS but I'll also post it here for public consideration.
Every year, we report stats to our Budget department. One of the big metrics our county uses to measure our IT department against other government IT departments is completion time on tickets. More specifically, they like to see the percentage of tickets completed in under 4 business hours.
We would like to see an added column in the BOSS tickets window that shows us the amount of time (in Business Hours) a ticket has been open. Then we could look at all of the tickets in a particular filter set and see a column depicting business hours. Currently, when we report on this we have to export the tickets into a spreadsheet with a created column and a closed column and then convert the columns into calculable times and then run a formula for an extra column to see resolution times. However, our method isn't perfect because it is only looking at absolute time from start to finish and doesn't see that a ticket which came in at 4:45pm and was resolved at 8:15am the next morning was completed in only 30 minutes in business hours.
It will be awhile before we have to make an official report again but it would be nice to see that data throughout the year whenever we may want to reference it for any data set we choose.