A workflow we commonly use on our team is that issues transition through from "reported" to "waiting for customer" (when we need more info) to "in progress" (with some steps in between) and sometimes they have to transition back to "waiting for customer" if / when 'more information' is needed.
I am trying to find a way to create a filter/dashboard that shows how many times a given issues in each 'transition' or 'state' before it is resolved and for how long it is in that state.
The sample workflow would look something like this: issue is created, and then moves to acknowledged, issue then moves to 'waiting for customer' as it needs more info. We get the info and move the ticket to 'in progress' and then a new question comes up and the ticket moves back to 'waiting for customer'. Then we get that info and move it back to in progress and then complete the work and mark the issue as done. I would like to run a report that shows those 'transitions'. Any help would be greatly appreciated!
