How to label a ticket automatically based on time of transition change?

[Ian _I_ - Aware]

Hello.

Is it possible to automatically add a label to a ticket based on the time difference between two ticket states and whether or not it has linked issues?

For example:

• If the ticket has no linked issues and the duration time between “In-Queue” to “Waiting for Approval” >= 30 mins - label  it as L2.
• If the ticket has no linked issues and the duration time between “In-Queue” to “Waiting for Approval” < 30 mins - label  it as L1.
• If the ticket has linked issues - label it as L3.

Many thanks - Ian

[Florian PEREZ [Valiantys Administrator] · Accepted solution]

Hello , 

Time between status is by expérience hard to get! You’ll need to create a lot a field to get the information and after that you’ll have to compare date in either a condition (then you have to create 3 transitions, each one  have one of the label , the condition show only one of the transition ) 

You can also do some kind of script with script runner where you go into the audit logs of the issue and you try to get the result by comparing date with condition … but this is really a lot of work and you should consider doing this only :

- if this is a crucial need 

- if you think the learning benefit is enough to take the time to do this.

Doing what you want is waaaaay more easy in JSM with SLA, maybe you can look at this too ! 

hope this help !

[Ian _I_ - Aware]

Thank you for replying @Florian PEREZ [Valiantys Administrator] .  I'll look into this further, I just thought this may be easier to do than it obviously is.