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I'm currently working on operational workflow/issue management and I need details such as

  1. How long does the team acknowledge the issue from the time a query was received from client

  2. How long for the team to resolve the issue

I have 4 status

  • Open (default)
  • In progress (acknowledge)
  • Pending (if theyy need addtl info from client)
  • Resolved

I need a timestamp when status = In progress and another timestamp if status = Resolved. I tried using the workflow and if but whenever the status changes from in progress to resolved, the timestamp under the "timestamp in progress" column gets deleted.

How can I save both timestamps? Note that 1 query = 1 current item

  • You are using SharePoint wofklow or MS Flow? for instance: You can add write to log and add curent time to history. Or you just need to have Column text with more lines and add new line in new state. – Zdeněk Vinduška Aug 7 at 13:32
  • Hi, I'm using sharepoint – Haree Sac Aug 8 at 0:18
  • So you can log it into workflow history, or you can create another 2 system columns (dateTime) and use them for InProgress and Resolved times. – Zdeněk Vinduška Aug 8 at 8:00
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Use a Designer workflow to only set the "timestamp in progress" column if it's currently blank. That way, if it already has a value, the value won't be deleted.

I'd probably use date/time fields for the timestamp columns. Make sure you don't specify a default value. You could also use text columns if you want.

Workflow pseudocode:

If TimestampInProgress is empty
    Set TimestampInProgress = CurrentItem:Modified
  • Hi, should I use a workflow for this? Or I can use a calculated column field? Thanks! – Haree Sac Aug 8 at 0:17
  • The problem that I see in this solution is the timestamp might change whenever the user amends the current item. It might update the timestampinprogress based on "modified". Or will it not? – Haree Sac Aug 8 at 0:20
  • @HareeSac If you set the value using a workflow with the logic above, it will only set the value once. I updated my response to clarify. Give it a try and let us know if you need any further info. – Lauren Furness Aug 8 at 14:17
  • Thank you so much for your help! Your solution worked!!! – Haree Sac Aug 11 at 14:23

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