Using the IF THEN ELSE function

Return to top
Have more questions? Submit a request

38 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
  • Andrei Kamarouski

    Graeme Carmichael Eugene Orman

    Hi guys, 

    It seems that using attributes values directly in formulas is not working for proper calculations (I just receive all tickets instead of intended tickets with the non-blank value in my custom field).

    You are writing about using attributes in the formula, but showing examples with tags of those attributes. Is this the proper way to build metrics for custom ticket fields? The documentation is not clear here or do I miss something? 

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Andrei Kamarouski, could you try removing the quotes from "NULL"? NULL isn't a value, it's essentially "nothing" :-) 
    There's a similar example of what you're trying to do in this article.

    I hope this helps, but do let us know if you need more help. Thanks!

    0
  • Andrei Kamarouski

    Hi Rob Stack, I see now! =) Thx! 😊 

    1

Please sign in to leave a comment.

Powered by Zendesk