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niklasjegg
Responsive Resident
Responsive Resident

Timer for Ticket System

Hello, i have a Ticket flow/Powerapp.

 

My Users Create a ticket in my Powerapps and then the flow is Creating the ticket -> sending email and so on.

 

The IT Department can Set the Status of these tickets. eg. When the ticket is created the status is "Waiting for technician"

other ticket status would be "Paused" or "Waiting for information" or "In progress" or "Closed" or "Declined".

 

I want to create a second flow that tracks the Ticket Status and sets a Timer whenever the Ticket status is not "Paused" or "Waiting for information". As soon as the Tickets Status is changed i want to start a timer in order to track how long a Ticket took to be "Closed".

 

I really don´t know how i can go about this. i think it is pretty complex so any help would be appreciated.

 

Thanks and BR

 

Niklas

1 ACCEPTED SOLUTION

Accepted Solutions
AlexMB
Advocate I
Advocate I

@niklasjegg 

 

You don't state where the ticket system actually resides.

I'm going to assume a SharePoint list, but I guess this solution could be applied to other systems as well.

 

Off the top of my head, I'd solve it with the following columns:

CounterStartTime

ConsumedTime

 

Every time a new ticket is created you write the current time in CounterStartTime and set ConsumedTime to 0.

 

When the ticket is paused or closed you add the time between CounterStartTime and current time to ConsumedTime.

 

When the ticket is started back up (status changed from paused) you again write current time to CounterStartTime.

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AlexMB
Advocate I
Advocate I

@niklasjegg 

 

You don't state where the ticket system actually resides.

I'm going to assume a SharePoint list, but I guess this solution could be applied to other systems as well.

 

Off the top of my head, I'd solve it with the following columns:

CounterStartTime

ConsumedTime

 

Every time a new ticket is created you write the current time in CounterStartTime and set ConsumedTime to 0.

 

When the ticket is paused or closed you add the time between CounterStartTime and current time to ConsumedTime.

 

When the ticket is started back up (status changed from paused) you again write current time to CounterStartTime.

niklasjegg
Responsive Resident
Responsive Resident

Hello @AlexMB , 

 

it is a Sharepoint List yes. Im Sorry.

 

Ok i get that, so would you make these Columns Date and Time Columns or Single line of Text.

 

I have a few flows where i convert the current time into Ticks and calculate the difference between utcnow and the date in the SP Column. So i think i could figure that out 🙂

 

Thanks for your help!

AlexMB
Advocate I
Advocate I

I don't see that it makes much difference what the column type is. 🙂

Hello @niklasjegg ,

 

Were you able to implement this? I have a similar requirement and i'm struck. Can you please give me some pointers on how to achieve this.

 

Thanks!!

 

Hi @Kishan1999  yes i was able to.

So basically you need at least 1 column for each Status you want to have. (i have single line of text)

 

Then i have a column for the previous status of the Ticket. This gets Updated only on status changes.

 

I Also have a Column for the Time the status was changed (single line of text)

 

I then at change of Ticket Status initialize many Variables. 

Current Time in Ticks

ShadowTime in ticks (my time when the statu was last changed)

Each TicketStatus time Column in Ticks

 

After this i calculate the Difference between last time the ticket status was edited (shadowtime) and current time.
This value will populate the Column from the Previous status time field. (formatted from Ticks into minutes)

 

After this i just change the Status Shadow Column to the new status and the time from the ShadowTime Column to the Current time

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