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Troubleshooting errors in Explore formulas



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Eugene Orman

Zendesk Product Manager

Edited Oct 31, 2024


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21 comments

Hi Eugene Orman,

What does this mean?

This report is using an outdated calculation: Fixed Measure. Learn more about troubleshooting calculations (Error code: a2f24ee3)

At one time, the report had shown some missing calculated attributes / metrics.  But then after that, all of the red highlighted calculated attributes disappeared from the report and this error started showing instead.

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Salim Cheurfi

Zendesk Customer Care

Hi Walter,
I am opening a ticket on your behalf so you can share more details via email and we will troubleshoot this error for you.
You will receive an email from our Support Team shortly.
Best,

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Hi Salim Cheurfi

I'm also having the same error. Was this resolved yet? 

Thank you!

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Alex Zheng

Zendesk Customer Care

Hey Cams,

I believe this error is due to the recent change regarding the fixed calculated metric no longer being supported. You can read more about the change and how to fix it here.
 
Let me know if you have any further questions.

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Hi Alex Zheng The link no longer works. I'm getting the same error and would like to know how to fix it

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Tony

Zendesk Customer Care

Hi Nazreen,
thank you for your feedback. As it is now it seems like the article is not online anymore, probably because there were further updates in the meantime. That's why it is not accessible.
 
Best,

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Hi Eugene Orman

I am getting the "already contains aggregators" error message, however, the formula still works and returns the expected results. It is a double D_COUNT. If I replace the D_COUNT in the first formula with VALUE, the error message disappears but the result is empty. If I replace the D_COUNT in the second formula with SUM instead, I have the same issue. Is it safe to ignore the warning in that case?

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Hi Eugene Orman 

I'm having the same problem as Jessica described in her above comment. 

The report doesn't return the expected results when i follow guidance in the error message. I can't stress enough how important this metric is for us. This needs to be reviewed before any of the planned action is taken in August 

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Hi Eugene Orman this is a really big problem for us, too. Zendesk doesn't have a metric that does what we needed it to when Explore was launched, so we were told to create a custom one, but now that's being deprecated and won't work. Before deprecating, surely there needs to be a proposed solution? It seems we're not alone in this…

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Hi,

 

I got the following formula, which now seems to be incorrect. How do I fix this? I just want the ticket ID to link to the specific ticket.

 

LINK("https://subdomain.zendesk.com/agent/tickets/" + [Ticket-id], [Ticket-id])

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Hi Eugene Hi Robin!

1.) If you can´t find “Updated required” also check left SITE with Metrics, it doesn´t mean it´s on “Calculation”.

2.) I encounter the same issue:

LINK("https://zyxeleurope.zendesk.com/agent/tickets/" + [Ticket ID], [Ticket ID])

 

This was LONG TIME AGO mention as a workaround in Explore recipe, now it´s an error.

 

@Robin I believe it can work if you use “Ticket ID” as this is meanwhile clickable.

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One of the dashboards listed in “Updates required” regarding the formula errors is the default “Zendesk Guide” dashboard. Given we are unable to edit this pre-built by Zendesk dashboards and the reports therein, is it being fixed on Zendesk's end to avoid it becoming unusable after August 13?
Edit: After updating the rest of our dashboards/reports, I no longer see the default Zendesk Guide present, presumably it's been fixed since my initial comment.

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Same question as Dustin King, there is a report within the Guide: Community [default] dataset called “Posts by first comments” that is a pre-built attribute throwing an error. Is Zendesk planning to resolve this?

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We have several reports that now have  Standard Calculated Metrics with the  error “The type of the element VALUE(metric name inserted) is unknown. Contact Zendesk Support”. What does this mean and how do we fix it?

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Hi team,

Can you please suggest a way that we can effectively locate the attributes and metrics that have errors? The “Updated required” tab is very helpful already however we're having a challenge checking dashboards/reports that are having multiple attributes and/or metrics so a quick highlight tech can save us a lot of time.

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I can see a couple of reports that are flagged as Update Required, however I cannot see what needs to be updated. Can someone please point out how to see this? Also if you go into one of the Update Required reports and then leave making no changes its automatically removed from my Update Required list

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Michelle Marafiote !

It's possible that it's because it's due to this:

Note: Reports and dashboards appear in the Updates required category only if they were opened on or after April 11, 2024. If you suspect that other, less frequently used reports or dashboards are impacted, open them so they can be validated.”

For reference, this note is at Announcing deprecation of invalid calculations in Explore

 

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I need assistance with creating report:

A report that shows users who have provided an email address for feedback and have not had contact with technical support in the past year. Here’s what I’ve tried so far:

I created a date filter to include tickets from the past year.

I attempted to create a metric with a standard calculation using the following formula:

sql

IF (DATE([Ticket created - Year]) = (DATE("today") - 1 year)) THEN [Requester email] ENDIF

However, I keep encountering a syntax error. I then tried this formula:

sql

IF [ticket created - Year] <= today() - 364 THEN [requester email] ENDIF

But I received this error:

“You can’t use [Ticket created - Year] as a number and TODAY() - 364 as text. Use only numbers or only text. If necessary, use the NUMBER function to transform text to numbers.”

Any help or suggestions would be greatly appreciated. Thank you in advance!

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Hi Denis Iliev ,

 

Try this formula instead:

IF (DATE_DIFF(TODAY(),[Ticket created - Date],"nb_of_days") <= 365) THEN [Requester email] ENDIF

 

Cheers,

Walter

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The Functions table midway through the article doesn't display properly for me and seems to cut a portion off at the right hand side.

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Hey team, I get a different error message every time I try to drill into a report that previously used to work. 

These codes are not listed in this document so its unhelpful. 
When I check our formulas, all of them show a checkmark and no errors. 
There is no way for me to tell what the cause of this obfuscating error code is. 
 

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