Advanced View Filtering with Multiple Statuses?

Currently we have a view for all open tickets within a given support team. It has various conditions but it explicitly states status: < pending.

We also have certain "on hold" tickets which we'd like to include in this view, but only specific on-hold tickets. The equivalent of status:hold && tag:follow-up. The limitation we've run into is that we can't a single condition that has >1 element.

The follow-up tag is only applied to certain on-hold tickets; the tag isn't applied to any other tickets in any other statuses, so we can't include tag:follow-up as an ALL condition since doing so would exclude all of the normal open tickets. And we can't use status:open or status:hold as an ANY condition because then we'd get either-or.

Desired:

All open tickets for the group && only on-hold tickets with the 'follow-up' tag

Any thoughts?

Dan Ross

14. November 2019 21:33

Community Moderator

Hey Chris,

I don't have all the actual conditions in your view, but I'd try something like this.

ALL

Group -> Support Team



ANY

Status < Pending

Tags contain: follow-up

You may want to consider having a trigger that removes the 'follow-up tag' when a ticket's status is Changed From On Hold (or changed to Solved), so that you're not cluttering this view with Solved and Closed tickets.

Advanced View Filtering with Multiple Statuses?

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