Workflow recipe: Displaying ticket age in views

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This recipe describes how you can create a workflow that combines ticket fields and automations to display the age of tickets in a view.
This workflow recipe contains the following sections:

• Creating a drop-down field
• Creating automations
• Adding the ticket age to your view

Creating a drop-down field

Create a drop-down ticket field that predefines different buckets of ages for your tickets. In this example, the workflow uses three values: 7 days, 15 days, and 30 days.
To learn more, see Creating custom ticket fields.

To create a dropdown field

1. In Admin Center, click  Objects and rules in the sidebar, then select Tickets > Fields.
2. Add a drop-down field.
3. Enter "Ticket age" as the Display name.
4. In the Field values section, add the following values:
   • 7 days
   • 15 days
   • 30 days
     
5. Click Save.

Creating automations

For this workflow to work, you need three different automations. Each automation applies a value of the drop-down field you created previously according to the time the ticket was created.
To learn more, see Creating automations.

To create the first automation

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Business rules > Automations.
2. Add a new automation.
3. Enter a title for the first automation, for example "Ticket age: 7 days".
4. In the Meet all of the following conditions section, add the following:
   • Ticket: Hours since created | Greater than | 167
   • Ticket: Status category | Less than | Solved
   • Ticket: Ticket age | Is not | 7 days
   • Ticket: Ticket age | Is not | 15 days
   • Ticket: Ticket age | Is not | 30 days
     
     Note: For accounts without custom ticket statuses activated, use the condition Status instead of Status category.
5. In the Perform these actions section, add the following:
   • Ticket: Ticket age | 7 days
     
6. Click Create automation.

To create the second automation

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Business rules > Automations.
2. Add a new automation.
3. Enter a title for the second automation, for example "Ticket age: 15 days".
4. In the Meet all of the following conditions section, add the following:
   • Ticket: Hours since created | Greater than | 359
   • Ticket: Status category | Less than | Solved
   • Ticket: Ticket age | Is | 7 days
     
5. In the Perform these actions section, add the following:
   • Ticket: Ticket age | 15 days
     
6. Click Create automation.

To create the third automation

1. In Admin Center, click the Objects and rules icon () in the sidebar, then select Business rules > Automations.
2. Add a new automation.
3. Enter a title for the third automation, for example "Ticket age: 30 days".
4. In the Meet all of the following conditions section, add the following:
   • Ticket: Hours since created | Greater than | 719
   • Ticket: Status category | Less than | Solved
   • Ticket: Ticket age | Is | 15 days
     
5. In the Perform these actions section, add the following:
   • Ticket: Ticket age | 30 days
     
6. Click Create automation.

Adding the ticket age to your view

Finally, edit your view to display the ticket age field as a column on the ticket list.
To learn more, see Editing a view.

To edit the view

1. In Admin Center, click  Workspaces in the sidebar, then select Agent tools > Views.
2. Click the name of the view you want to edit.
3. Under Group by, select Ticket age.
   
4. Click Save.

When the automations start firing on your tickets, the view will group the tickets by the different ticket age values you created.

  Contributed by community member McCabe Tonna.
For the original conversation, see the post: Creating views with ticket age or using time filter.