time to close metrics - what management fodder
Ahh those metrics on "time to close" - management bean-counters love it because they think that it somehow measures how great of a job they're doing. Reality of it is much different.
If you have a problem that goes unresolved, eventually your IT department will close the ticket out of boredom, or out of the aforementioned beancounters' pressure to "make their numbers." There is always some "other" resolution code that lets them park it on a technicality and get it off their active list. To the user what happens is that you get harassing phone calls of "can we close the ticket now?"
Pressure is on closing the tickets; any actual resolution of a problem is just an accidental side-affect and not necessarily guaranteed.