Hi @Anonymous
I would have suggested a similar approach to the one described in the community post that you have shared. You essentially need to time stamp when a ticket enters a stage and moves to the next. The main issue I see with building this yourself is, how sequential is your ticket process.
For things like deal stages or live cycle stages where the basic assumption is to only go forward and never back, this works well. But with tickets it isn’t unusual for a ticket to circle once or twice through “waiting for customer” and “in progress”.
Assuming tickets only move one way, I would do the following:
- Create a time stamp property for each ticket stage, that gets set once whenever a ticket enters that stage.
- Create a calculated properties, keep in mind the limit on those properties.
Hope that helps.
Frank