Custom Ticket Status and SLAs
Answered
Posted May 02, 2023
Why cant we measure how long a ticket has been in a particular status for example our tickets move through various stages towards completetion
Open
Open - Task Assigned
Open - Passed to Sales
Open - passed to operations
etc etc etc
I want to be able to Report on status and how long a ticket spent in this status
D
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3 comments
Viktor Osetrov
Yes, for sure. Happy to share. Please take a look at below:
1) For example, I have a custom ticket status: Open - VIP
2) Then I have created a trigger for this specific status with an action setting a special tag "VIP_status" if the ticket status changed to "VIP":
3) After that you can use the Updates History dataset:
Reference: Explore recipe: Reporting on the duration of fields
My table for reference with checking the new status time with my custom tag "vip_status":
Notice: please use this workaround regarding your business needs.
For example, you can use a trigger with such actions as:
- "set tags";
- "remove tags";
- "add tags"
Hope it helps
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Dan McManus
Im sorry I dont understand what you are suggesting or how this would resolve and give me the data I need?
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Viktor Osetrov
As a workaround, may we suggest setting up triggers with tags to have a matching custom drop-down field with the custom statuses:
Open
Open - Task Assigned
Open - Passed to Sales
Open - passed to operations
so you can report these values in the Updates History dataset:
Reference: Explore recipe: Reporting on the duration of fields
Hope it helps
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