One of our customers requested to be able to see when an issue reported by them was moved from one issue type to another based on the workflow we are following to manage customer requests. I thought that this could be done by creating a custom field which will hold this value.
Any ideas if this is possible and how I can do it?
Your question is a little bit confusing. When an issue moves to a custom field but that doesn’t make any sense. I think you’re asking about when an issue changes us to a certain status maybe? Assuming that’s the case I would create a custom date field and I would use automation to be triggered upon a transition and the conditions will check to see if you moved into the specific status of interest and if so you would record the date in the date field.
Thank you for your answer.
What we want is to capture the date that an issue moved to a different issue type. For example, as part of our process when an Incident reaches a specific status we move it in order to change the issue type to "Change Request". We do not transition the issue to a different status, we move to a completely different issue type. The issue type change appears in the History of the ticket but we would like also to add the date that this change performed to a custom field in order to be available to the customer.
I hope now it is more clear.
You would need to manually set the date into a field for that. To be honest that is an odd process IMO vs. using statuses. But just My opinion. I wonder if the alternative would be to close the one ticket and open a new ticket of the specific use your type.
Ok that's clear. I agree and we are in the process to update all these flows but this is a business decision, so until then I have to find alternatives. Yes, this could be a more clear approach and already suggested.
I will add this as a required field in the "destination" issue type for now in order to be filled by the users when moving an issue.
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