diff --git a/erpnext/support/doctype/issue/issue.py b/erpnext/support/doctype/issue/issue.py
index b7da296..31797df 100644
--- a/erpnext/support/doctype/issue/issue.py
+++ b/erpnext/support/doctype/issue/issue.py
@@ -76,9 +76,9 @@
 			self.agreement_fulfilled = "Ongoing"
 			set_service_level_agreement_variance(issue=self.name)
 
-		self.handle_hold_time()
+		self.handle_hold_time(status)
 
-	def handle_hold_time(self):
+	def handle_hold_time(self, status):
 		# set response and resolution variance as None as the issue is on Hold for status as Replied
 		if self.status == "Replied" and status != "Replied":
 			self.on_hold_since = frappe.flags.current_time or now_datetime()
@@ -91,24 +91,26 @@
 		# calculate hold time when status is changed from Replied to any other status
 		if self.status != "Replied" and status == "Replied":
 			hold_time = self.total_hold_time if self.total_hold_time else 0
-			self.total_hold_time = hold_time + time_diff_in_seconds(now_datetime(), self.on_hold_since)
+			now_time = frappe.flags.current_time or now_datetime()
+			self.total_hold_time = hold_time + time_diff_in_seconds(now_time, self.on_hold_since)
 
 		# re-calculate SLA variables after issue changes from Replied to Open
 		# add hold time to SLA variables
 		if self.status == "Open" and status == "Replied":
 			start_date_time = get_datetime(self.service_level_agreement_creation)
 			priority = get_priority(self)
+			now_time = frappe.flags.current_time or now_datetime()
 			hold_time = time_diff_in_seconds(now_datetime(), self.on_hold_since)
 
 			if not self.first_responded_on:
 				response_by = get_expected_time_for(parameter="response", service_level=priority, start_date_time=start_date_time)
 				self.response_by = add_to_date(response_by, seconds=round(hold_time))
-				response_by_variance = round(time_diff_in_hours(self.response_by, now_datetime()))
+				response_by_variance = round(time_diff_in_hours(self.response_by, now_time))
 				self.response_by_variance = response_by_variance + (hold_time // 3600)
 
 			resolution_by = get_expected_time_for(parameter="resolution", service_level=priority, start_date_time=start_date_time)
 			self.resolution_by = add_to_date(resolution_by, seconds=round(hold_time))
-			resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_datetime()))
+			resolution_by_variance = round(time_diff_in_hours(self.resolution_by, now_time))
 			self.resolution_by_variance = resolution_by_variance + (hold_time // 3600)
 			self.on_hold_since = None
 
@@ -377,7 +379,7 @@
 
 def set_resolution_time(issue):
 	# total time taken from issue creation to closing
-	resolution_time = time_diff_in_seconds(now_datetime(), issue.creation)
+	resolution_time = time_diff_in_seconds(issue.resolution_date, issue.creation)
 	issue.db_set("resolution_time", resolution_time)
 
 
@@ -399,7 +401,7 @@
 				pending_time.append(wait_time)
 
 	total_pending_time = sum(pending_time)
-	resolution_time_in_secs = time_diff_in_seconds(now_datetime(), issue.creation)
+	resolution_time_in_secs = time_diff_in_seconds(issue.resolution_date, issue.creation)
 	user_resolution_time = resolution_time_in_secs - total_pending_time
 	issue.db_set("user_resolution_time", user_resolution_time)
 
diff --git a/erpnext/support/doctype/issue/test_issue.py b/erpnext/support/doctype/issue/test_issue.py
index 7a5e3e3..2818b1b 100644
--- a/erpnext/support/doctype/issue/test_issue.py
+++ b/erpnext/support/doctype/issue/test_issue.py
@@ -10,10 +10,13 @@
 from datetime import timedelta
 
 class TestIssue(unittest.TestCase):
-	def test_response_time_and_resolution_time_based_on_different_sla(self):
+	def setUp(self):
+		frappe.db.sql("delete from `tabService Level Agreement`")
+		frappe.db.sql("delete from `tabEmployee`")
 		frappe.db.set_value("Support Settings", None, "track_service_level_agreement", 1)
 		create_service_level_agreements_for_issues()
 
+	def test_response_time_and_resolution_time_based_on_different_sla(self):
 		creation = datetime.datetime(2019, 3, 4, 12, 0)
 
 		# make issue with customer specific SLA
@@ -72,6 +75,33 @@
 
 		self.assertEqual(issue.agreement_fulfilled, 'Fulfilled')
 
+	def test_issue_metrics(self):
+		creation = datetime.datetime(2020, 3, 4, 4, 0)
+
+		# make issue with customer specific SLA
+		customer = create_customer("_Test Customer", "__Test SLA Customer Group", "__Test SLA Territory")
+		issue = make_issue(creation, "_Test Customer", 1)
+		create_communication(issue.name, "test@example.com", "Received", creation)
+
+		creation = datetime.datetime(2020, 3, 4, 4, 15)
+		create_communication(issue.name, "test@admin.com", "Sent", creation)
+
+		creation = datetime.datetime(2020, 3, 4, 5, 0)
+		create_communication(issue.name, "test@example.com", "Received", creation)
+
+		creation = datetime.datetime(2020, 3, 4, 5, 5)
+		create_communication(issue.name, "test@admin.com", "Sent", creation)
+		issue = frappe.get_doc('Issue', issue.name)
+
+		frappe.flags.current_time = datetime.datetime(2020, 3, 4, 5, 5)
+		issue.status = 'Closed'
+		issue.save()
+
+		self.assertEqual(issue.avg_response_time, 600)
+		self.assertEqual(issue.resolution_time, 3900)
+		self.assertEqual(issue.user_resolution_time, 1200)
+
+
 def make_issue(creation=None, customer=None, index=0):
 
 	issue = frappe.get_doc({
@@ -86,6 +116,7 @@
 
 	return issue
 
+
 def create_customer(name, customer_group, territory):
 
 	create_customer_group(customer_group)
@@ -99,6 +130,7 @@
 			"territory": territory
 		}).insert(ignore_permissions=True)
 
+
 def create_customer_group(customer_group):
 
 	if not frappe.db.exists("Customer Group", {"customer_group_name": customer_group}):
@@ -107,6 +139,7 @@
 			"customer_group_name": customer_group
 		}).insert(ignore_permissions=True)
 
+
 def create_territory(territory):
 
 	if not frappe.db.exists("Territory", {"territory_name": territory}):
@@ -114,3 +147,20 @@
 			"doctype": "Territory",
 			"territory_name": territory,
 		}).insert(ignore_permissions=True)
+
+
+def create_communication(reference_name, sender, sent_or_received, creation):
+	issue = frappe.get_doc({
+		"doctype": "Communication",
+		"communication_type": "Communication",
+		"communication_medium": "Email",
+		"sent_or_received": sent_or_received,
+		"email_status": "Open",
+		"subject": "Test Issue",
+		"sender": sender,
+		"content": "Test",
+		"status": "Linked",
+		"reference_doctype": "Issue",
+		"creation": creation,
+		"reference_name": reference_name
+	}).insert(ignore_permissions=True)
diff --git a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
index 94e0b58..57d4747 100644
--- a/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
+++ b/erpnext/support/doctype/service_level_agreement/test_service_level_agreement.py
@@ -16,7 +16,7 @@
 		# Default Service Level Agreement
 		create_default_service_level_agreement = create_service_level_agreement(default_service_level_agreement=1,
 			holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
-			entity_type=None, entity=None, response_time=4, resolution_time=6)
+			entity_type=None, entity=None, response_time=14400, resolution_time=21600)
 
 		get_default_service_level_agreement = get_service_level_agreement(default_service_level_agreement=1)
 
@@ -29,7 +29,7 @@
 		customer = create_customer()
 		create_customer_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
 			holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
-			entity_type="Customer", entity=customer, response_time=2, resolution_time=3)
+			entity_type="Customer", entity=customer, response_time=7200, resolution_time=10800)
 		get_customer_service_level_agreement = get_service_level_agreement(entity_type="Customer", entity=customer)
 
 		self.assertEqual(create_customer_service_level_agreement.name, get_customer_service_level_agreement.name)
@@ -41,7 +41,7 @@
 		customer_group = create_customer_group()
 		create_customer_group_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
 			holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
-			entity_type="Customer Group", entity=customer_group, response_time=2, resolution_time=3)
+			entity_type="Customer Group", entity=customer_group, response_time=7200, resolution_time=10800)
 		get_customer_group_service_level_agreement = get_service_level_agreement(entity_type="Customer Group", entity=customer_group)
 
 		self.assertEqual(create_customer_group_service_level_agreement.name, get_customer_group_service_level_agreement.name)
@@ -53,7 +53,7 @@
 		territory = create_territory()
 		create_territory_service_level_agreement = create_service_level_agreement(default_service_level_agreement=0,
 			holiday_list="__Test Holiday List", employee_group="_Test Employee Group",
-			entity_type="Territory", entity=territory, response_time=2, resolution_time=3)
+			entity_type="Territory", entity=territory, response_time=7200, resolution_time=10800)
 		get_territory_service_level_agreement = get_service_level_agreement(entity_type="Territory", entity=territory)
 
 		self.assertEqual(create_territory_service_level_agreement.name, get_territory_service_level_agreement.name)
@@ -83,6 +83,7 @@
 		"enable": 1,
 		"service_level": "__Test Service Level",
 		"default_service_level_agreement": default_service_level_agreement,
+		"default_priority": "Medium",
 		"holiday_list": holiday_list,
 		"employee_group": employee_group,
 		"entity_type": entity_type,
@@ -212,19 +213,19 @@
 
 def create_service_level_agreements_for_issues():
 	create_service_level_agreement(default_service_level_agreement=1, holiday_list="__Test Holiday List",
-		employee_group="_Test Employee Group", entity_type=None, entity=None, response_time=4, resolution_time=6)
+		employee_group="_Test Employee Group", entity_type=None, entity=None, response_time=14400, resolution_time=21600)
 
 	create_customer()
 	create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
-		employee_group="_Test Employee Group", entity_type="Customer", entity="_Test Customer", response_time=2, resolution_time=3)
+		employee_group="_Test Employee Group", entity_type="Customer", entity="_Test Customer", response_time=7200, resolution_time=10800)
 
 	create_customer_group()
 	create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
-		employee_group="_Test Employee Group", entity_type="Customer Group", entity="_Test SLA Customer Group", response_time=2, resolution_time=3)
+		employee_group="_Test Employee Group", entity_type="Customer Group", entity="_Test SLA Customer Group", response_time=7200, resolution_time=10800)
 
 	create_territory()
 	create_service_level_agreement(default_service_level_agreement=0, holiday_list="__Test Holiday List",
-		employee_group="_Test Employee Group", entity_type="Territory", entity="_Test SLA Territory", response_time=2, resolution_time=3)
+		employee_group="_Test Employee Group", entity_type="Territory", entity="_Test SLA Territory", response_time=7200, resolution_time=10800)
 
 def make_holiday_list():
 	holiday_list = frappe.db.exists("Holiday List", "__Test Holiday List")