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Being able to report on custom fields or statuses in business hours
Posted Mar 27, 2024
We are looking to implement an additional timestamp in our reporting for when an issue has been fixed, but the ticket cannot yet be solved.
An example would be:
- Technical issue occur and a ticket is created
- Work is carried out to fix the issue
- The technical issue is fixed
- There are follow up actions to be made by the services team to fully remediate/resolve the issue and its impact it's had
- Once those actions are completed, the ticket is solved
So in this scenario there are 3 important timestamps: Ticket created, Issue fixed, Ticket solved
This can be achieved by either creating a custom field, which then could be implemented as a custom metric in Explore, to report on the timestamp or time lapsed between these different events. Alternatively Custom Statuses could be implemented to also set a custom timestamp.
However, I have been told it is not currently possible to report on these custom metrics (or custom statuses) in Business Hours, which is a requirement for us as we use business hours for pretty much all our time metrics, and it's how our SLAs are set up in most cases.
I'd like to request the ability to report on custom metrics/statuses timestamps in business hours.
Thanks
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2 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Hannah Lucid
+1 - We should be able to report on Custom Statuses in Business Hours, or any status in Business Hours to be honest. Whether this is completed by filtering by a system schedule or some other way, please implement this. Reporting will be elevated and you'll make a league of us happy.
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