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Tracking the progress of a request that triggers an internal process

Nicola J_ucgou3

I have a service request type that users can submit which then triggers a process that our senior management team want to be able to track the progress of this process i.e. what stage it's at and (more importantly) how long it stays in each phase of this process

Any suggestions that don't involve creating a new issue type? In past products we could have an offering workflow for that specific request type but I don't think thats a thing in JSM?

Accepted answers

All comments

Mathew Lederman

I know there are multiple plug-ins that track time in status.

If you want to go without a plug-in, you could create two custom fields per status and use Automation to populate the time in each status.

Time in Approval Level 1, Time in Approval Level 2, Time in Approval Level 3, etc.

Time of Approval Level 1, Time of Approval Level 2, Time of Approval Level 3, etc.

Automation Rule:

On Transition to Approval Level 2
- Time in Approval Level 1 = {{issue.created}} - {{now}}
- Time of Approval Level 1 = {{now}}
On Transition to Approval Level 3
- Time in Approval Level 2 - {{issue.Time Of Approval Level 1}} - {{now}}
- Time of Approval Level 3 = {{now}}

Nicola J_ucgou3

Interesting (though there are no approvals in our process, just actions to be taken).

It still seems to rely on a different set of statuses which is my issue. Our service team don't want to add more statuses which would add to an already clogged list, the request ticket should stay in 'in progress' but then the 5 phases of our process would kick in and thats what I need to track progress against ....

It falls under a 'Service request' but I'm unsighted how to set something up so that just this service request type has these steps?

Gizem Gökçe (OBSS)

Hello @Nicola J ,

If you're open to using a third-party app, your request is already covered. You can track the progress of your request and measure how long it stays in each phase using Timepiece - Time in Status for Jira. The Status Duration report shows how much time an issue spends in each status, giving your senior management a clear view of where requests are in the process and identifying any bottlenecks.

Ekran görüntüsü 2025-03-13 145702.png

Since Timepiece works with existing Jira issue histories, you don’t need to create a new issue type or modify workflows. You can simply generate reports for your service request type and track duration at each stage. Reports are available via the reporting page, dashboard gadgets, and issue view screen tabs, with data tables, charts, and export options.

Timepiece is available for both Jira/JSM/JPD Cloud and Data Center/Server. Let me know if you’d like more information or assistance with your reporting needs!

Hope it helps,
Gizem

Nicola J_ucgou3

The status for our Service Request template are all the same so in this case the request would stay in one status for months as the process is done elsewhere (epics/tasks etc). Thats the issue - I can have a workflow in a workflow which in other products I can?

Gizem Gökçe (OBSS)

You could create a custom field within your Service Requests and have agents update it at each phase of the request, treating it like a status. This approach would allow you to track the progress of requests more easily.

Additionally, our product, Timepiece, offers a report type called Any Field Duration. This report can calculate the duration of different field values. For example, if you have a single-select custom field with values like "Working on it," "Waiting for Response," and "Blocked," the Any Field Duration report will allow you to track how long each request stays in each of those phases. This gives you clear insights into the time spent at each stage of the process without the need to change the actual status.

What do you think? Could this solution help address your needs?

Valeriia_Havrylenko_SaaSJet

Hi @Nicola J

Also if you are open to try a marketplace solution, Time in Status can be a solution you. You can track the progress of a request and monitor how long it stays in each phase without creating a new issue type. Add-on allows you to see how long each issue has been in each status or column, providing detailed reports on time in status, cycle time, and other key metrics. This can be especially helpful if you want a breakdown for each issue or need to analyze patterns over time.

Add-on developed by my team.

I hope you find this helpful 🚀

Rahul_RVS

Hi @Nicola J

If you would be interested in a mktplace app for this requirement, you can try out

Time in Status Reports

With this app you generate time in each workflow status for multiple issues with multiple filter and grouping options. You can also extract trends analysis and add that as a dashboard gadget too.

The "Time in Field" can also help to get the time in any issue field during the issue workflow.

More details here.

Disclaimer : I am part of the app team for this add-on

TIS - Time in Field.PNG

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