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

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5 comments

  • Avatar
    Eryk Uriel Juárez Fernández

    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?

  • Avatar
    Bob Novak

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

  • Avatar
    Eryk Uriel Juárez Fernández

    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.

  • Avatar
    Andrew Dietrich

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

  • Avatar
    Francesco Attene

    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

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