Created a new field that I want to populate with how long a event was open using automation.

Question

Hi all,

I have created a new custom field in our service desk to display how long the ticket was in open for.

This will be used for Events so I can capture "downtime".

The value I'm looking for needs to be from created to resolved, then that value automatically populates my new field.

I should also add, I would like this value in minutes if possible.

Issue create = issuetype Event

If status = closed

Update = "downtime" field with (time ticket was open in minutes)

If anyone is able to help, that would be great.

Many thanks

Greg

Greg Latter · Answer

Hi John,

Thank you so much for getting back to me.

I will have a little play around with it now and get back to you.

Appreciate the reply.

Greg

John Funk · Answer

Hi Greg,

You should be able to create a rule with an Issue Transitioned trigger that fires when the issue is transitioned to Done.

Then update the downtime field with this formula: