Context:
Within our workflow, we have a status we use "Waiting For Submitter" to indicate when the assignee needs additional details to resolve the issue. Since this is a blocker, want to exclude the time the tickets is in the status and not count against the team when the ticket is considered overdue.
I'll attach photos of how we have the rule configured, note we have it isolated to a test ticket for now until we can figure this out.
Problem:
When the automation fires, we are able to successfully calculate the value for the field Time Waiting For Submitter (Days) when that field is empty. However, we run into issues when the field is not empty and requires an update. How can we reference or add to the value that is already in that field? Is this possible? Additionally, if there are any thoughts on how we can better capture and exclude the time the ticket is in that status, please let me know.
Note: Smart value for the Else section is {{now.diff(issue.customfield_15041).abs.minutes.plus(issue.customfield_15070)}}/1440
