Management time calculation

Giuseppe Amoruso

Hi all,

i am new and i am learning. In practice I need to calculate the management time of a ticket.

The handling time must be when the ticket goes into a certain state (which I will call Processing) and when the first comment occurs in this state.

For sure I have to create a new numeric field that will populate, with an automatism, with the difference of the two assumptions above.

For the first point (when it goes into the Processing state) in the automatism I have to insert "When: Issue transitioned" by inserting the Processing state in TO STATUS, correct?

For the second condition I have to use Then: Edit issue fields setting the new field which will populate with the difference. In the text string I will insert something like this: {{now.diff (issue.comments.first.body) .abs.minutes}}

Do you think it will work or will it take the first comment of the ticket that is not in the Processing state?

I accept other solutions.

Thank you.

Hana Kučerová

Hi @Giuseppe Amoruso ,

I strongly believe this won't work - it will use the the first available comment (it won't have any connection to the Processing status).

Maybe some other idea...

1) Create datetime custom field

2) Create the first rule, which will react on issue transition. If issue is transitioned to the status Processing and the datetime custom field is empty, store there "now" datetime there. This will result in storing the information, when the issue get to the Processing status for the first time.

3) Create numeric custom field

4) Create the second rule, which will react on comment creation. If issue is commented and the status is Processing and the numeric custom field is empty, then calculate the difference between "now" and stored datetime in the datetime custom field and store it to the second custom field.