[Request]: Filter to exclude multiple tags



  • Official comment
    Joseph Black

    Hi Samantha,

    Reporting on tags is a difficult process due to their many-to-many relationship with tickets. This can be most clearly understood in the light of the fact that each ticket can only have one value selected from a drop-down field whereas they can have multiple tags.

    In the case of Ticket Tag ISN'T, you are looking at a particular tag. However the ticket ID is still referenced in it's relationship with other tags. Therefore even if you don't include one tag, if the ticket has any other tags then it will still be counted.

    The solution is to create a metric and use it within a numeric range filter. You'll be able to see all the steps outlined in this article. The only change you need to make is to set the Ticket Tags equal to any of the tags you need to exclude. So it should look like this:

    SELECT CASE WHEN (SELECT # Tickets WHERE Ticket Tag IN (tag_1, tag_2))=1 THEN 0 ELSE # Tickets END

  • Dan Ross
    Community Moderator

    The link in Joseph's comment is returning an error that we aren't authorized to view the article. Can this please be fixed, we need to be able to do this in our reports.



  • Joseph Black

    Thanks for following up, Dan. I edited my above post to reflect recent documentation changes. For quick access, the new article can be found here. It uses slightly different methodology but with the same end result.


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