In the standard "Your Unsolved Tickets" view. It behaves as normal... but I want to filter out tickets that are currently On-Hold AND Contains Tag: jv_box. These tickets, still belong to the agent but are no longer their problem, unless the customer replies back.
So, if it contains the jv_box tag and is "less than on-hold" then it should show back up in the view
Basically we have another view that contains tickets with this specific tag and on-hold for an operations person to handle.
I cannot figure out how to make sure both conditions are met.
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