Explore recipe: Excluding tickets closed by merge

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  • Farhan Virji

    I'm trying to look exclude merged tickets from my dashboard, but I don't want to create a custom metric - since I want to remove merged tickets from all of the metrics / charts on a particular tab.  However, I also want to see the metrics with merged tickets included.  I added Ticket Tags as a filter on the Dashboard Tab, yet when I exclude any tag, the data is not correct - it shows more tickets than with any filter applied.  

    Is this a known bug or am I don't something wrong?

  • Keela Ross

    I am also interested in doing the above, or does it make sense to add as a filter on a given report? For example, I want to exclude tickets that were closed via merge from my heatmap report. 

  • Kay
    Community Moderator

    Farhan Virji That won't work. The way the metric works is like this

    1. Loop thru all tickets
    2. Only return the Ticket ID if this ticket's tags do no contain closed_by_merge
    3. A list of ticket IDs with all tags that are not closed_by_merge will remain
    4. The D_COUNT makes sure that only Unique Ticket IDs are counted in the metric.

    The exclusion of a tag on your report therefore doesn't work, as step 4 is not taking in to account the unique ticket IDs. The solution (today) is to create the report with the separate tabs.

    Keela Ross You need to make sure metric in your report includes the formula from above.

  • Keela Ross

    Thank you Kay! I'll definitely review and edit where needed. 

  • Ahmad Reda

    Wouldn't adding a filter to exclude the Tag 'closed_by_merge' be as accurate in getting this job done?

  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Ahmad,

    Unfortunately, you can only exclude tickets closed by merge by following the recipe above.



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