we'd need a special field which stores a date/time. There is a process in our company for request handling: the customer wants to store the date/time when the request manager was defined.
The process: the customer raise a request.
Every request gets a request manager (responsible) but not in the same time the issue was raised but later (4-6 hours later, or days later). When we know who will be the request manager for the issue, we pick him/her in a user picker field. And this point should we store the date/time of this choice.
I know that the Issue History stores this information but the customer wants to filter these date/time. Therefore we need this custom field. Is it somehow possible?
Or is there a plugin which provide such feature?
Thanks in advance,
This is really a job for the Service Desk plugin. You can configure SLAs (like "the ticket is assigned within 48 hours") and those are based on various custom field created at the installation of the plugin (Time to answer, time awaiting for response...)
This has the end result of the customer being able to assess your performance in managing these tickets.
Service Desk is the best answer.
If you don't want that, then two options:
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