I've been trying to create a report showing how many tickets have been escalated from Tier 2 to Tier 3 with no luck. So far I've tried by creating a custom metric as well as using the Group Reassignment metic but they are either not working or given me the wrong results. I'm using the Ticket Updates dataset.
My custom metric looks like this:
IF ([Changes - Field name]="Group" AND [Changes - New value] = "Tier 3"
AND [Changes - Previous value] = "Tier 2")
THEN [Ticket ID]
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