Looking for Date of Request

[Glenn Simpson]

Hey, sorry if this is a dumb question.  I am looking for something that I would think would be obvious but I can't seem to find it.

My agents would like to see the date/time that a given request was initially created.  So I am trying to find that field to add to the Issue View.   But I can't seem to find it.

We have the SLA's but those show how long is left in the SLA, which obviously can be reverse-engineered to find the date/time it was entered but want to be able to show it a little more clearly.

Where do I find that info/field to add to the Issue View?

[Dave Liao · Accepted solution]

@Glenn Simpson - hi Glenn! No such thing as a dumb question, unless you're trying to ask a dumb question. Then it's funny. 😉

It's a system field called "Created". When viewing an issue in the Agent view, it's in the far lower right, under "More fields".

[Dave Liao]

That said, if you want to make that timestamp obvious, consider making an Automation that (on issue create) adds the issue creation date to a custom field (make one, then add it to the issue view). 🤷

[Glenn Simpson]

So for the automation, I created a field called "Request Created".

That doesn't show up on the normal drop-down field list when creating the automation, so I guess I have to use JSON which I haven't done much with.

So would that be:

{
"Request Date": {issue.created}
}

?

[Dave Liao]

No need to mess with JSON, unless you really want to. 😉

Example Automation rule:

Trigger: Issue Created

Action: Edit Issue: pick the custom field you created ... which looks like Request Date?

• for the value, paste in {issue.created}

That's it!

I just validated the above works in a test JSM project.

[Glenn Simpson]

LOL, I actually named my custom field "Request Created" and so then later I was filtering for fields with "Date" in the name, thinking I had named it "Request Date".   Once I actually started looking for the right thing, it showed up.

Was able to create the automation, will monitor audit logs for a bit to see how it goes.  Thanks.

[Dave Liao]

Hooray!

If this thread helped you, be sure to accept my answer! 🙏

I'm a volunteer contributor on Atlassian Community, and that acknowledgement is basically my salary. 🙃

[Dave Liao]

p.s. thanks for accepting!