Automate the ticket field value for Date and Time
When a ticket comes in, we acknowledge it and change the status from New to Open. So, we need to capture the date and time of this event. These 2 are custom ticket fields with the type as Date and Text respectively.
Right now, we are doing it manually. It will be great if this could be automated.
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Hi!
Can you expand on why you need this? I'm assuming reporting purposes but I'm trying to understand what's not being shown to you from reports I'd that's the case. -
Hi Heather,
We too looking out for this option for the reporting purposes like capturing tickets Response SLA time as soon as we have received the ticket in the queue.
Regards,
Logesh
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