We have a requirement to retrieve the time elapsed for each ticket between two specific Status changes. Currently, other than a manual ticket scrub, I have no way to extract that data.
Example:
Ticket 1234 was Submitted on 1/16/14 at 7:30AM. It was Fixed (Custom Status) at 1/15/14 at 10:00AM. The Submitted date/time is captured by the ticket details. The Fix status date/time is captured in the History, but is not available with Excel (.tsv) ticket dumps.
Options
1. Identify a way to pull the individual ticket data for groups of tickets from the History.
2. Create a way for 'time hack' to be captured in a custom field, that automatically populated with the 'now' date/time, base on a changed Status.
3. A ticket report that includes each Status-to-Status change date/times.
