Bug when applying updater tag to query?

8 Kommentare

  • Graeme Carmichael
    Community Moderator

    Jack

    Ticket and Users can have multiple tags. It is likely that your output is reflecting that.

    To filter by a tag, you need to create a custom attribute to check if the tag is included. So you cannot use a filter on the tag as you would with, say, a Ticket ID.

    Instructions are here.

    1
  • Jack Gordon

    Graeme Carmichael

    Doesn't seem to be working for some reason :s

    Field I'm reporting on:

    Calculated attribute:

    Results are not pulling any ticket ID's:

    Even when excluding NULL values:

     

    Any ideas at all please? 

    0
  • Graeme Carmichael
    Community Moderator

    Jack

    Lets try adding the [Changes- Field Name] and [Update - Timestamp] to the body of our report.

    It may also be worth creating a new attribute for the DATEDIFF(...) formula and adding that too.

    That way we can see exactly what is going on.

    0
  • Jack Gordon

    Graeme Carmichael Thanks for the response. 

    So the Date Diff looks like its capturing the ticket ID's but for all ticket fields not the ones we specifically told it too..

    I added this Date diff query as well:

    0
  • Graeme Carmichael
    Community Moderator

    Jack

    So it looks like the DATE_DIFF condition is working as the DATE DIFF attribute is returning the expected results.

    Try adding a further new attribute to check we are finding the custom field.

    IF [Changes - Field name] = "Number of Active engineers"
    THEN [Ticket ID] 
    ENDIF

    Ensure that there are no spaces at the beginning or end of the custom field name in the Admin Centre where you define the field.

    0
  • Jack Gordon

    Graeme Carmichael

     

    Still not working unfortunately, even tried different custom fields with the same result. 

    0
  • Graeme Carmichael
    Community Moderator

    Sorry, Jack. I am at a bit of a loss. At least you know the problem is with the condition on the custom field and nothing else. You may have to reach out to Zendesk using the support chat.  

    0
  • Graeme Carmichael
    Community Moderator

    Jack

    How about using brackets. It works for me without them, but try…

    IF ( [Changes - Field name] = "Number of Active engineers" )
    THEN [Ticket ID] 
    ENDIF

    0

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