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Looking for Date of Request

Hey, sorry if this is a dumb question.  I am looking for something that I would think would be obvious but I can't seem to find it.

My agents would like to see the date/time that a given request was initially created.  So I am trying to find that field to add to the Issue View.   But I can't seem to find it.

We have the SLA's but those show how long is left in the SLA, which obviously can be reverse-engineered to find the date/time it was entered but want to be able to show it a little more clearly.

Where do I find that info/field to add to the Issue View?

1 answer

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Dave Liao Community Leader Jan 20, 2023

@Glenn Simpson - hi Glenn! No such thing as a dumb question, unless you're trying to ask a dumb question. Then it's funny. 😉

It's a system field called "Created". When viewing an issue in the Agent view, it's in the far lower right, under "More fields".

That said, if you want to make that timestamp obvious, consider making an Automation that (on issue create) adds the issue creation date to a custom field (make one, then add it to the issue view). 🤷

So for the automation, I created a field called "Request Created".

That doesn't show up on the normal drop-down field list when creating the automation, so I guess I have to use JSON which I haven't done much with.

So would that be:

{
"Request Date": {issue.created}
}

 

?

No need to mess with JSON, unless you really want to. 😉

Example Automation rule:

Trigger: Issue Created

Action: Edit Issue: pick the custom field you created ... which looks like Request Date?

  • for the value, paste in {issue.created}

That's it!

I just validated the above works in a test JSM project.

LOL, I actually named my custom field "Request Created" and so then later I was filtering for fields with "Date" in the name, thinking I had named it "Request Date".   Once I actually started looking for the right thing, it showed up.

Was able to create the automation, will monitor audit logs for a bit to see how it goes.  Thanks.

Like Dave Liao likes this
Dave Liao Community Leader Jan 20, 2023

Hooray!

If this thread helped you, be sure to accept my answer! 🙏

I'm a volunteer contributor on Atlassian Community, and that acknowledgement is basically my salary. 🙃

Dave Liao Community Leader Jan 20, 2023

p.s. thanks for accepting!

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