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Create a Standard Calculated Attribute based on a specific ticket update



I notice that when an agent puts themselves on “Unavailable” using the Out of Office app, it adds the tag “agent_ooo” to their tickets. When they return from vacation and set themselves back to “Available,” it removes the “agent_ooo” tag. When I look at a report that shows how many tickets they've updated, this skews their numbers.

 

I was hoping to create a standard calculated attribute that I could filter on, but I can't quite figure if it's possible. Something like the following is what I'm looking for:

 

IF ([Changes - Field name] = "tags" AND
CONTAINS [Changes - New value], "agent_ooo")
THEN "true"
ENDIF

 

Similarly, I'd need another to filter when the tag is removed.


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