How to create a time rule?

Arthur Sanchez
Giga Guru

‎06-12-2024 12:31 PM

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I need help getting the time interval for the ticket status. I was able to get the time duration from when a ticket is created until it is closed, using this function in the 'Total Time' field: glidefunction:datedimp(closed_at, sys_created_on)

Now I have to get the time interval from one status to another, I have to know how long a ticket took to become 'pending', how long it took to leave the 'pending' status and become 'in progress', and how long it took to leave 'in progress' and be 'closed'

I was trying to use Business Rule but I can't even put 1 record in the fields, if anyone knows how to do this PLEASE HELP ME

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Bert_c1
Kilo Patron

‎06-12-2024 01:52 PM

hi,

 

look at existing Metric definitions that do similar to what you ask. go to a list view of the records in the 'metric_definition' table.

 

and:

 

Metrics

 

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