Severity of problem/task

[Maria Barbulescu]

Hello,

I want to be able to calculate the severity of a ticket based on multiple variables:

- time spent in solving the ticket

- number of affected customers (intervals 0-10 customer, 10-50, more than 50)

- severity of problem (1- low, 2- medium, 3 high)

At this point i don't know where to start.

I want to be able to do this thing both on Jira and Trello.

Thank you!

[Mike - Dreamsuite Consulting]

I can help you from the Trello side of things.

• You can have a custom field that keeps track of the time the ticket has existed before hitting "closed",
• You can use a dropdown custom field for 0-10, 10-50, 50+ 
• You can have a dropdown custom field for Low, Medium, High

You can then have a numeric "Severity" custom field that is calculated based on the above conditions and an automation that when the custom fields above are complete, set Severity to "{{%Open Time}} * ({{%Affected Customers}} * {{%Severity}}"

You can tailor the calculation to your needs.  You can find out more here:

https://support.atlassian.com/trello/docs/arithmetic-and-formatting-in-date-variables/