Hi, One of my customers have asked for a report on when tickets are logged (inside or outside of hours). They would like this reported on during our monthly calls. I have set a custom field, which has 2 options * Inside of hours * Outside of Hours Is there anyway to build automation to select one of these options based on the time the ticket is logged? In hours for us are Monday - Friday 07:00am - 19:00 Outside of hours are 19:00 - 07:00 Monday to Friday and weekends / bank holidays.

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Time of ticket reported - Monitoring

Dan Allenby

Hi,
One of my customers have asked for a report on when tickets are logged (inside or outside of hours). They would like this reported on during our monthly calls.

I have set a custom field, which has 2 options

Inside of hours
Outside of Hours

Is there anyway to build automation to select one of these options based on the time the ticket is logged?

In hours for us are Monday - Friday 07:00am - 19:00

Outside of hours are 19:00 - 07:00 Monday to Friday and weekends / bank holidays.

Accepted answers

Bob Dalm

Hi Dan,

Something like this should work (but adjust hours )

All comments

Bob Dalm

Hi Dan,

Something like this should work (but adjust hours )

Jack Brickey

Hi @Dan Allenby , yes, this is absolutely possible.

trigger - issue created

If/else Condition JQL -

created >= startOfDay(7) and created <= startOfDay(19)

action - set custom field to "inside of hours"

else action - set custom field to "outside of hours"

Elinor_gpxq09

@Jack Brickey I am trying to do just the same, but is there a way to do it in JQL search? We don't have custom fields enabled. I am trying to export a csv with data logged outside office hours, from a specific user.

Bob Dalm

Hi @Elinor, although risky, you could, for example, add a label instead of setting the value of a custom field.

Jack Brickey

Agreed

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