I’m working out of monday.com Service, overall the board’s purpose is a ticketing system.
We’re working on doing automations so we can get good data reporting. Ya know, proving we’re doing our jobs and doing it well. Many of these metrics are based on timers (Time until first reply, time until resolved, time waiting for Requestor Reply, time waiting for Assignee reply, etc.). However, we want to stop these timers when it’s outside of working hours and business days (EX: Otherwise if someone submits a ticket and my team is home for the day the timer will run all night and now our Time to First Reply is screwed up even if we reply immediately when we get in).
Hey @UFAI - you could utilize some automations to help manage this along with a status & date column to tell the time-tracking to stop (and start if needed).
Add a Status column (let’s call it Time Control) with three options: Stop, Start, and “-” (default option), and a Date column (called “Today’s Date”). Then create a few simple automations:
When (at 5:00pm for example) “Today’s Date” arrives change “Time Control” to Stop, then change “Time Control” to - and then push “Today’s Date” by 1 day
When Status changes to “Stop”, stop time-tracking
You could also utilize the columns to auto-start the time tracking (at 9:00am for instance) if wanted.
Hope this helps and feel free to reach out anytime!
Mark Book a Discovery Session
This was great! Very helpful. With that current process it will ensure time is stopped during certain hours, and I can use other automations based off that “Time Control” Status column to prevent time starting to begin with when a ticket is created. (When item is created, except if Time Control Status is Stopped - Start Timer )
How would we stop timers for specific days of the week?
The only way to grab a day of the week is using a formula, but you can’t use formulas in automations (ie. you can’t tell it: When item is created - Start Timer except if Day of Week Status is Saturday)
Hey @UFAI - that does complicate things a little. You could use a 3rd party app like General Caster to cast a formula to a local number column, then utilize that as part of the automation recipe. If you dont want to use apps, one way to do it is to have another Status column (“Day of the Week”) with Sunday thru Saturday entered as options.
Then have a series of automations utilizing the “Today’s Date” column (as it is triggered each day). For example:
When Today’s Date arrives (at 1:00am), and only if Day of the Week is Sunday, set Day of the Week to Monday
When Today’s Date arrives (at 1:00am), and only if Day of the Week is Monday, set Day of the Week to Tuesday
etc…
Then you can use the new status column to help with your starting and stopping of the time column:
When item is created and only if “Day of the Week” is not Saturday and “Day of the Week” is not Sunday, than start time tracking
Not the most elegant solutions, but it’ll work.
Mark
