Calculate Outage value from Field Value in addition to status transitions

[Kay]

I have a requirement to create a dashboard showing Outage in JSM (Premium). Outage in this case is the time duration between issue creation and time it is resolved. This part is done.

However, there is need to have an additional field that will store a manually inputed value in a ticket. This value should override the computed one above. Using TimePiece, I have discovered I can't extract a manually inputted field value & incorporate it in the Dashboard computation as the setup only allows configuring duration between specific statuses, NOT custom field values.

How can I achieve this? Any pointers? 

[Robert DaSilva]

Hey @Kay , it sounds like you're using the "TimePiece" Marketplace App to handle both the calculations and reports on your dashboard.

For questions specific to that app, I would recommend reaching out to the vendor directly, it sounds like you've already identified the feature is unavailable at this time.

I'd like to get clarity on the custom field you need to have created.

• Is the custom field intended to capture the "Outage Duration", but manually input?
• Or is this custom field intent on capturing a date that should be used to calculate the start or end time for this duration value?

If the intent is the second item, calculating the new duration, I can see Automation for Jira helping here. We could set up a rule that triggers on either the custom field being populated, or when an issue is resolved. Then, some math could populate a custom field with the overall duration.

We might not be able to incorporate this value in the reports you're using on the dashboard, but we could add new reports that only show manually calculated items. If the TimePiece app allows for filtering of work items, we can even exclude the manually calculated items from the automated reports so work items aren't shown twice.

Cheers,

Robert