I am looking to find a way to count how many tickets have been re-opened after an agent set a ticket to Solved. I tried making an updated version of the '# Reopens' and that looks like this:
SELECT SUM(Ticket reopens) WHERE Ticket Status<>Deleted AND [Text Field] Previous Value = [Status] solved)
However, when I plugged that into the report, it is giving me the same number as '# Reopens'. Any help with how to create a metric thath let's me count the number of reopens after a ticket is Solved would be appreciated.
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