Ticket age in engineering

This snap-in adds a new attribute to tickets which automatically calculates the time spent on engineering for that ticket. The duration can be shown in hours or days.

Features

• Create ticket age in engineering custom fields

Upon snap-in installation, a custom field for Ticket Age in Engineering is created for the ticket object. Two additional hidden attributes are also automatically created for internal snap-in usage.

• Automatically calculate ticket age in engineering

When a ticket moves into an engineering stage, the timer is started, when you move out of an engineering stage, the timer is stopped. This can be repeated through multiple sessions. Sessions are started when the ticket moves into an engineering stage from a non-engineering stage and they end when the ticket moves out of an engineering stage into a non-engineering stage.

• Select ticket stages that reflect engineering work

You can select which ticket stages reflect that the ticket is in engineering.

• Display ticket age in engineering in hours or days

Choose if the work duration should be shown in hours or days.

Installation

For detailed installation and configuration instructions, refer to the Ticket Age in Engineering documentation.