Creating View with Ticket Age to reflect last assignee/requester update
Hello,
I am trying to setup a ticket age column that will display our tickets based on predetermined ticket age or timeframe (such as tickets old from 7 days, 15 days or 30 days, 60 days and over) using the last assignee/requester update of the ticket. I tried using the hours since created automation, but I encountered a problem when I reissued the ticket again...the ticket age wouldn't update, but remain n days old despite the newer ticket reissued by me or received from the user. I do have another option to use "since update" but it's going to use "the last updated column as reference. The update column is not accurate because its a query generated daily update from our server that checks the tickets. Our tickets are not manually created, but generated, first. In this case the update date is not useful because the ticket age will reset daily.
I want the ticket age column to reset every time the ticket is reissued or responded too in order to prioritize which ticket should be taken care of.
Is this possible?
Thank you,
Viorel
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