⌛ Age of open requests

[Dario Alarcón]

Hello community, I hope you are all well. 👋🏻

I have a filter created in my technical support project in which I need to add a column that tells me the age of the open cases, that is, a column that shows me in numbers the number of days since the ticket was opened by the client.

• Is it possible to do that in my filter?
• What would be the syntax?

I hope you can help me as it would be very useful when sending reports to stakeholders. 🙏🏻

[Dario Alarcón · Accepted solution]

Thanks to ChatGPT 🤖 I was able to find the solution for what I needed, I share it here in case anyone is interested or has the same need, this can be done natively in JSM without having to purchase applications from the Market.

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SOLUTION: It is divided into 2 parts, on the one hand we must create a custom field and on the other hand an automation rule.
⚠️Requirement: We must be Jira Admin

1️⃣ Creation of the custom field: We go to "Settings > Issues > Custom Fields > Create custom field". We select the type "Text field (read only)", I understand that it should also work with "Number field", then we give a name to our field and click on "Create", next step we associate it with the necessary Screens.

2️⃣ Go to our project settings, in the Automations section we create a new rule as follows:

• Trigger: Scheduled (every day)
  Here we must use the 'Run a JQL search' function to bring us all the requests that we need to know the age of, in my case I put the following: resolution = EMPTY
• Action: Edit issue fields
  Here we must select the custom field created in step 1 and place the following Jira Expression: {{now.diff(created).days.abs}}

Once this is done, we save the rule and run it, in this way the age of each issue will appear in our field.

⚠️ To see it correctly you can create a filter and add the column with the custom field.

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I hope it helps!
Greetings!

[Danut M _StonikByte_]

Hi @Dario Alarcón,

I am not aware of being able to do this by using Jira's default tools.

A possible solution would be to search for a plugin on Atlassian Marketplace that provides such field, or maybe a report or gadget that shows this info.

If you consider the option of using a plugin, our Great Gadgets app offers a WIP Aging Chart gadget that display the issues from a board, filter or JQL by their age (time since creation), grouped by their current board column or status, configurable at your choice.

If you hover an issue in the chart you will see the age. It allows you to to set a threshold (the red line) and highlights the issue that are over it by displaying them in red-color. 

The gadget can display a Data tab with a list of the issue and their age, which can be exported in CSV. This might be what exactly you need.  

Find more details here: https://community.atlassian.com/t5/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

Danut.

[Dario Alarcón]

Hi Danut, thanks for your recommendation but I am finding something native from Jira.
Regards.