Hello,
I would like to export kpis on a ticket for each state it can be
Example: a request spends 2 days in "New", then 3 days in "In progress" then goes into "In clarification" for 10 days, then again "In progress" for 5 days, then "Pending LOL" for 1 day --> I want the KPIs to show the following timelines:
Delay New: 2 days
Delay (in progress): 8 days (3+5)
Delay (in clarification): 10 days
Delay LOL: 1 day
But I don't want these delays to appear as fields that will pollute the interface --> they have to be hidden for reporters and resolvers.
Optionnaly:
On the other hand, managers must have their hands on them to correct them if necessary (for example if a status error --> need to manually correct the workflow and therefore the deadline).
Can anyone help me ?
I tried to create custom_fields, but I don't really know how to operate.
Thank you
Report KPI on tickets status history
Moderators: Developer, Contributor
Re: Report KPI on tickets status history
If you would not need corrections, you could simply create a report on the history table which would give you the overview.
In that case no need for extra fields.
On the other hand, tickets may ping-pong between various stages so you would need to work with some key statuses to keep it workable.
In that case no need for extra fields.
On the other hand, tickets may ping-pong between various stages so you would need to work with some key statuses to keep it workable.
Re: Report KPI on tickets status history
I need to implement this solution in each ticket opened, managers need to see it on the ticket
Do you think that is possible ?
Do you think that is possible ?
Re: Report KPI on tickets status history
Currently you only have the history section available which does not give you the information in days as requested. For that you will need a plugin