Case durations

Measure elapsed time between case events, such as time to triage or time to resolution, and read the results from workflows.

Enterprise Edition

Durations measure the time between two case events, such as Time to triage from case creation until the status changes to In progress. Tracecat calculates every duration on every case and shows it in the case header.

Create a duration

1. Go to Cases and open the durations view from the header toolbar.
2. Select Add duration.
3. Enter a name and an optional description.
4. Configure the From event that starts the clock and the To event that stops it.

The durations view lists each duration with its start and end events.

Configure events

Each event has an event type, optional filters, and an occurrence.

Event type	Filter
Case created, Case updated, Case closed, Case reopened, Case viewed	None
Priority changed, Severity changed, Status changed	New value, such as status In progress
Assignee changed	None
Tag added, Tag removed	Tag
Custom field changed	Custom field
Dropdown value changed	Dropdown and option, such as Escalation tier → Tier 2
Comment added, Comment deleted, Comment reply added, Comment reply deleted	None

Occurrence picks which matching event anchors the duration:

• First seen uses the earliest matching event. Use it for first-response metrics such as time to triage.
• Last seen uses the most recent matching event. Use it when an event can repeat, such as time from the last reopen to close.

A duration starts once its From event happens and finishes once its To event happens. Until then, the case header shows the time elapsed so far.

Example durations

Duration	From	To
Time to triage	Case created, first seen	Status changed to In progress, first seen
Time to assign	Case created, first seen	Assignee changed, first seen
Time to escalate	Case created, first seen	Dropdown value changed to Tier 2, first seen
Time to resolve	Case created, first seen	Case closed, last seen

Read durations from workflows

Use core.cases.get_case_metrics to read durations for one or more cases as time-series data for reporting.

- ref: case_metrics
  action: core.cases.get_case_metrics
  args:
    case_ids:
      - ${{ TRIGGER.case_id }}

Related pages

• See Dropdowns to create the classifications you measure with Dropdown value changed.
• See Cases for the get_case_metrics output format.