Calculate time passed between the change in the ticket status from "Open" to "In Progress" to show in the dashboard | Experience Community
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JoseS
Administrator
1 year ago
Question

Calculate time passed between the change in the ticket status from "Open" to "In Progress" to show in the dashboard

  • Aug 29, 2025 11:00 AM UTC
  • 3 replies
  • 41 views
QPN Level 1 ●
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how do we calculate time passed between the change in the ticket status from "Open" to "In Progress" to show in the dashboard

    3 replies

    vgayraud
    QPN Level 8 ●●●●●●●●
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    • vgayraud
    • QPN Level 8 ●●●●●●●●
    • Aug 29, 2025 11:08 AM UTC

    Hi,

    See the Time Between Ticket Statuses support page.

    Vincent Gayraud - https://www.linkedin.com/in/vincent-gayraud-790344116/
    QPN Level 1 ●
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    • jasonferns
    • Author
    • QPN Level 1 ●
    • Sep 1, 2025 6:36 AM UTC

    Hi,

    See the Time Between Ticket Statuses support page.

    Hi Vincent, thanks for your reply. I did go through that support page. So we can choose “created At” as the start value and “Updated At” as the End value but the problem is that the ticket may not necessarily be only updated to “In Progress” from “Open” and there is no way of choosing a specific status

    vgayraud
    QPN Level 8 ●●●●●●●●
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    • vgayraud
    • QPN Level 8 ●●●●●●●●
    • Sep 1, 2025 6:51 AM UTC

    Hi,

    Map and use the Status times fields

     

    Vincent Gayraud - https://www.linkedin.com/in/vincent-gayraud-790344116/
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