Creating a custom metric to evaluate the macro usage for VIP and regular requests

4 Comments

  • Amy Dee
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    Hi Sergei! Tags do not behave like other attributes in Insights. That's because there can be any number of tags on a ticket at the same time, and you may need to report on any one of them. To make that possible, tag data is stored in a separate dataset.

    If you want to report on ticket tags effectively, you need to take some extra steps. Here's a recipe article to get you started: Reporting on ticket tags.

    I hope this helps! Happy reporting!

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  • Sergei Kuznetsov
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    Hi Amy! Thank you for your answer. I have tried to follow the steps in the article you have provided but unfortunately I am still seem to be encountering the same problem.

    To elaborate I am currently trying to build the report based on the following custom metrics:

    SELECT # Tickets NEW with vip tag WHERE (SELECT # Tickets with custom tag BY Ticket Id)=1 

     
    The number of tickets in the system that are marked by either tag is different and they should not be overlapping, however the resulting report provides a 50/50 split, so I was wondering what might be causing this.
     

     

     

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  • Amy Dee
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    Hi Sergei! There are a lot of moving parts in a report like this. To find the problem, we'll need to go through the metrics and check them against specific examples in your account.

    Let's move this conversation to a ticket. That will allow us to discuss things in more detail. I'll get that set up and contact you shortly.

    Watch for my email, and happy reporting!

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  • Sergei Kuznetsov
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    Hi Amy! Great thanks, looking forward to this:)

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