Using the IF THEN ELSE function

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35 Comments

  • Robert

    hi 

    how do i get >3 only open tickets based on tag?

    IF (VALUE(Agent replies) =3
    NOT ([Ticket status - Unsorted] = "Hold" OR [Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] ="Closed"))
    THEN [Ticket ID]
    ENDIF

    0
  • Graeme Carmichael
    Community Moderator

    Rahul_N_4009

    I would go for...

    1
  • Robert

    I just want to get open tickets, how do I do that? 

    IF (VALUE(Agent replies) >3AND
    ([Ticket status - Unsorted] = "Open"
    THEN
    [Ticket ID]
    ENDIF

    0
  • Graeme Carmichael
    Community Moderator

    Robert

    Try this...

    1
  • Isaac Y

    Hi,

    I'm trying to get the SLA of a certain region with certain group, but I want to exclude those ticket that has a custom tag. But it doesn't work, can any1 share some insight?

    IF ([Ticket group] = "XXX") 
    AND ([Region] = "XXX")
    AND (NOT INCLUDES_ANY([Ticket tags], "ticket_breached")
    THEN [SLA policy ticket ID]
    ENDIF

     

    0

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