Report on # of Tickets Updated in a given time
AnsweredI feel like this should be easy but am having trouble making it work.
Is there a good way to report on total # of tickets updated (i.e. worked on) in a given month? I can easily report on # of tickets created, or solved, or total ticket comments, but need tickets WITH comments.
Specific use case: I'd like to show how many individual requests my agents deal with in a given time frame. We only get 200 new tickets on average in a given month, but I'm guessing we work on (i.e. update) closer to 400, with previously created tickets still in the mix.
Showing total ticket comments isn't helpful because one ticket with a dozen comments will represent the same as a dozen one-comment tickets. Easy answers, anyone?
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Official comment
Hi Stephanie,
For this you'll need to build a custom metric utilizing a connection point. Like the following, for example:
- SELECT COUNT(Ticket Id, Ticket Updates) WHERE Public Comment = True AND Updater Role IN (Agent, Admin)
The "Ticket Updates" part of the aggregation is more-or-less saying "count the number of unique Ticket Ids from the perspective of the Ticket Updates dataset". This will count each ticket only once no matter how many updates occurred on that ticket. Additionally, it will automatically filter out tickets where no updates occurred. (If there is no data in the connection point then you have no starting place to view the Ticket Id dataset from.)
I hope this helps. Let me know if you have any questions.
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Hi Joseph,
This is super helpful. I'm having trouble creating the custom metric though, getting an error of
Unexpected 'T'. Expecting: ELEM_IDENTIFIER, IDENTIFIER, TEXT_ELEM, OBJECTI haven't gotten that error before so I'm not sure how to trouble shoot. -
Stephanie,
You'll need to select the correct elements from the list on the right of the metric editor. These reference specific data objects in your specific account so you won't be able to type out a metric from scratch.
For more information you may want to take a look at GoodData's documentation about it here: https://help.gooddata.com/display/doc/Create+a+Metric (starting at the "Custom Metric Editor" bit).
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Hi Joseph,
Trying to get this to work but cannot find Agent or Admin on the list from the right side.Has something changed?
It should be an attribute right?
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Gadi,
The attribute is "Updater Role" while the Agent and Admin selections are under that folder in the Attribute Values section.
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Thanks for the help Joseph, that did the trick.
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