I'd like an automated way to calculate time each of my Tiers (or groups) holds a ticket. Right now, we have metrics around created time; duration a ticket is unassigned, duration a ticket is assigned to a group; duration a ticket is assigned to a support rep; and completed time.

However, for work-load, it's important for us to understand and calculate times ticket lives in a support group.

The use case is this: I want to calculate the productivity of Tier-2 and Tier-3. I'd like to do this automatically rather than using a manual way of adding a worklog, which can be gamed or missed in passing the ticket.

If a ticket is created in tier-1, spends time in tier-2, spends time in tier-3 and is ultimately closed in tier-4, my request could for duration within my middle tiers is invisible.

In addition to time in group, I'd love to see which group.

Please let me know what you think.

Sincerely,

Adam