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How can I calculate how long a custom field has a particular value?

I am setting up a JSM project that has a custom field with 3 values, Level 1, Level 2 and Level 3.
Is there a way to calculate how long a ticket has been in each of those values from open to close?

It may only stay in Level 1 or go through all 3.

2 answers

1 vote
Jack Community Leader May 10, 2021

There is nothing available that would immediately allow you to determine that through some kind of a query. If you only need to see this on occasion you can look at the history of an issue and mathematically determine it. If you want to be able to run some kind of a query on this because it something you’re gonna look at frequently then you have to implement something with custom fields Record when the value changes from one value to another. In my opinion this will get really messy quick. 

Hi @Cyril Philemon ,

You can try Status Time app developed by our team. By default it provides reports on how much time passed in each status. However, it can also track any custom field duration too.

Once you enter your working calendar into the app, it takes your working schedule into account too. That is, "Level 1" time of an issue opened on Friday at 5 PM and changed to "Level 2" on Monday at 9 AM, will be a few hours rather than 3 days. It has various other reports like field entry dates, average/sum reports(eg. average in "Level1" time per project). And all these are available as gadgets on the dashboard too.

Here is the online demo link, you can see it in action and try.

If you are looking for a free solution, you can try the limited version Status Time Free. Hope it helps.

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