Report on # of Tickets Updated in a given time

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6 Comments

  • Official comment
    Joseph Black
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    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.

  • Stephanie Phillips
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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, OBJECT
     
    I haven't gotten that error before so I'm not sure how to trouble shoot. 
    0
  • Joseph Black
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    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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  • Gadi Vered
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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?

    0
  • Joseph Black
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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.

    0
  • Gadi Vered
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    Thanks for the help Joseph, that did the trick.

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