IC - Viewing total issue age in a custom field
- Iryna Ihnatiuk
Analytics
With Total time in Status calculated custom field, you can view how long an issue has been in the specified status(es). This is a configurable metrics for you to track how long your tickets sit in the specific statuses. For example, you have "Triage", "Fixing", and "Closed" statuses for your support team. You can opt to track how long your tickets are sitting in triage or select the first two statuses to track combined time that a ticket is being worked on until it's closed. The Total Time In Status field is counting how long the ticket was in the selected statuses and displays this aggregated value.
You can also set the SLAs for your teams, and if the SLA is breached, the Total Time in Status field value will turn red to indicate that a more urgent action might be needed.
