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Action rule to update date/time field with current date/time

Hi All

Im looking to be able to report on how long it takes for a ticket to go through a specific process.

I thought about setting up an action rule to update a date/time field when a ticket status is changed, but I cant find away of populating the field with the current time and date.

Has anyone done anything like this?

TIA

Rick

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glisit

This is one option I looked into a bit ago as we were trying to determine how much time a ticket spends between ticket status options (reporting does not track all statuses either).

We use actions to modify tickets in all sorts of ways - ticket assignments, notifications, escalation alerts, send email to text, escalate to other departments - the works, but I have not found any option that would allow me to use actions to modify a date/time field dynamically (enter current time of action).

fluffy_midnight

Hi @rickstevens ,

There isn't a simple way to achieve what you're looking for, especially within the help desk itself.

I've achieved this by doing custom reports on the database, however this impacts performance so should be done out of hours, it's a slow tedious process until you know where everything is located within the database, and overall... really isn't recommended due to how convoluted the process is.

Cheers