Tracking the progress of a request that triggers an internal process

[Nicola J]

I have a service request type that users can submit which then triggers a process that our senior management team want to be able to track the progress of this process i.e. what stage it's at and (more importantly) how long it stays in each phase of this process

Any suggestions that don't involve creating a new issue type? In past products we could have an offering workflow for that specific request type but I don't think thats a thing in JSM?

[Mathew Lederman]

I know there are multiple plug-ins that track time in status. 

If you want to go without a plug-in, you could create two custom fields per status and use Automation to populate the time in each status.

Time in Approval Level 1, Time in Approval Level 2, Time in Approval Level 3, etc.

Time of Approval Level 1, Time of Approval Level 2, Time of Approval Level 3, etc.

Automation Rule:

• On Transition to Approval Level 2
  • Time in Approval Level 1 = {{issue.created}} - {{now}}
  • Time of Approval Level 1 = {{now}} 
•  On Transition to Approval Level 3
  • Time in Approval Level 2 - {{issue.Time Of Approval Level 1}} - {{now}}
  • Time of Approval Level 3 = {{now}} 

[Nicola J]

Interesting (though there are no approvals in our process, just actions to be taken). 

It still seems to rely on a different set of statuses which is my issue. Our service team don't want to add more statuses which would add to an already clogged list, the request ticket should stay in 'in progress' but then the 5 phases of our process would kick in and thats what I need to track progress against .... 

It falls under a 'Service request' but I'm unsighted how to set something up so that just this service request type has these steps?