Insights tag reporting: Getting resolution times based on tags (Professional and Enterprise)

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6 Comments

  • Eryk Uriel Juárez Fernández
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    Hi, Instead of use the tags like filters i would like use it like attribute (how) to display descriptive column example:

    How

    Ticket Group, Tag1, Tag2, Tag3

    What

    Full time resolution

    do you have any idea?

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  • Bob Novak
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    Try slicing by the ticket tag attribute and then use a filter to limit the tags to the ones you want to display.

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  • Eryk Uriel Juárez Fernández
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    Ok, this was helpful.

    But, when i tried to combine with another how in this case with Full time resolution, the report can not rendering.

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  • Andrew Dietrich
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    Hi Eryk, I'm going to follow up with you in a ticket to see what's going wrong. I'll see you there!

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  • Francesco Attene
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    Hello!!

    I have a question since I spent some time on the tool without managing to get the report i needed.

    I created the below report, and is not complete. Along with the tag and the # tickets I would like to add the FULL Resolution Time of the tickets belonging to each tag.

    However, whenever trying to add the Full Resolution Time to the What list, the report breaks.

    Am I missing something in the logic I am using? Since we use around 200 tags as we support many different products, it's extremely necessary to be able to count the mdn resolution time per tag, and is unscalable to create a custom metric for each of the tags we have.

    Any suggestion?

    Best Regards


    Francesco

    1
  • Mattias Gillsten
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    Hi!

     

    @Francesco, did you ever find a solution to reporting the resolution time based on tags, without having to specify the tag in the metric? 

    I've been struggling with this issue and so far I haven't been able to find a scalable solution. 

     

    Best Regards

    Mattias

    0

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