Explore recipe: Reporting on the duration of fields

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2 Comments

  • Jason Brown
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    Hello,

    We are currently looking for a way to combine these two metrics, so that we can understand how long a ticket is in the Open status for each ticket group. We have run into an issue in that we can only slide this by updated group, meaning if a ticket is opened in tier 1, and moves to tier 2, then the entire open time is reported for tier 2.

    Is there any way to slice the open time by previous group/current group instead of updated group?

    Thanks,
    Jason

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  • Eugene Orman
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    @Jason, 

    You can use the Ticket group attribute to return the current ticket group or Update ticket group to return the group of the ticket set at each update. Here is an example:

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