Explore: Calculate time since custom field was checked to when ticket was solved

1 Comentários

  • Nicole - Community Manager
    Ações de comentário Permalink

    Hey Tracy -

    We have a recipe on the duration for which a custom field has been set to a certain value (i.e. how long a custom check box has been checked from blank), but not the other way around (i.e. how long it has been checked until ticket resolution): Explore recipe: Reporting on the duration of fields

    One of our experts suggested altering your workflow slightly, to use a custom dropdown field rather than a checkbox.

    or example, you could set the dropdown to Value1 first (same time as you would check the checkbox), then update to Value2 when the ticket is resolved. Then you could use the above recipe to calculate the duration between Value1 to Value2 and that would essentially give you the total time since a custom check box field was checked until the ticket was resolved.

    Hope that makes sense - let us know if this helps or if you have further questions.


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