Hey everyone, I am trying to create a customized attribute/ metric to extract tickets that are in 24|48|72 hours slabs. Purpose: To find out how many tickets are pending with agents. I have created this formula below but cannot find the error :
=IF ([Ticket status])="Open" OR ([Ticket status]="Pending" AND ([Ticket first assigned - Hour]>12 AND ([Ticket first assigned - Hour]<24) THEN [Ticket ID] ENDIF
many thanks in advance for your assistance. If you can recommend how to add the Ticket group as well in above formula then my all problems will be solved.
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