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Ticket Status Durations - Reporting

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We currently use ticket status to track the progress of a ticket as it moves through to resolution. We have a number of different status over and above the standard New, in progress, resolved including Pending Customer, On Hold, Pending Supplier and a few others. Is there a report or a way to report on the duration spent in each status over the life of a ticket. Ideally we want to be able to report on e.g. all Resolved/Closed Tickets for a specified period and see for each ticket - the time they spent in each status

Any help most appreciated - have looked at trying to create some new key figures for this but cannot get to work



Accepted Solutions (1)

Accepted Solutions (1)


Hi Annabelle,

The data source Ticket History contains historical data on values of tickets, including the start and end date & time of each status.

If you would like to calculate the duration between two statuses, a work-around is required because calculations on timestamps are not supported. Do the following for each status:

  1. Create extension field, type decimal number no decimals, for start date & time of the status
  2. Create extension field, type decimal number no decimals, calculated, for the duration of this status: <extension field that contains the start date & time of the next status> - <extension field created in step 1>
  3. Create workflow that updates the extension field to current date & time as soon as the status is set. This workflow will update the extension field with the number of seconds since 1/1/1970.

Now you are able to report on durations.

Best regards,

Kai Reese

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