Calculate difference in time between two states(status)

jjarrett · ‎10-04-2018

I have been looking into metrics and haven't had any results but what I want to accomplish is essentially check to see how long a ticket has been open and based on that send a notification and change the status if it is older than x days. I was told to look into metrics but that seems to have confused me more than what I was originally thinking of using some business logic. If anyone could steer me into the right direction I'd appreciate it.

SaiRaviKiran Ak · ‎10-04-2018

Hi,

You can achieve this by creating extra fields on the table.

Create a business rule that runs when state changes to Open and then store the Current time in one field and create an other field for storing time for next state transition.

Now you can easily calculate the time difference between 2 states using the new fields as they already have time stamps.

Thanks,

Ravi

View solution in original post

Carl Fransen1 · ‎10-23-2018

Hi,

If you are looking at only the time a ticket has been open (ie: not closed) could you not run a workflow to check after 'x' time, if not closed than send a notification, and put in a loop if needed?

Hope this helps

Cheers

Carl.