I want to achieve something I doubt it can be accomplished.
The core is that I want to provide a way of measuring the time of response of tickets: the time between a ticket is assigned to somebody and when the ticket status is solved.
To do so, I only consider a way. First off, creating two custom ticket fields: ticket_assigned_time and ticket_solved_time. Then, perhaps I should create a pair of triggers: one which fires when a ticket gets assigned and another one when it gets solved.
Another matter is that I guess ticket fields cannot be of type date-time. Consequently, I doubt whether a trigger action may be to assign the current date-time to a -custom- field.
If all of this is feasible, I would create a custom application (for tickets) to show the timing (similar to timetracking_app).
Por favor, entrar para comentar.