Display Oldest Ticket

6 Comments

  • Dan Kondzela
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    Hi Marcel, thanks for the question.

    I want to be sure I understand this fully. Based on your description I imagine that the desirable end goal would be for your report to just be a headline style date, is that correct? The date would be the date that the oldest on hold ticket, is that correct?

    I apologize for the repetition here, but I do want to be sure I am looking at this properly

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  • Marcel Schader
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    Hi Dan,

    thank you for your response.

    I want to be sure I understand this fully. Based on your description I imagine that the desirable end goal would be for your report to just be a headline style date, is that correct? The date would be the date that the oldest on hold ticket, is that correct?

    100% correct. :)

    Best,
    Marcel

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  • Dan Kondzela
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    Hi Marcel,

    I think this is going to start getting a touch account specific so I am creating a ticket for you where we can continue our conversation.

    Thanks!

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  • Pete Holborow
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    I'm also trying to build something similar, but with a headline that reports the oldest ticket age (since creation) in days. Ideally clickable to display the ticket. 

    Marcel Schader did you manage to get what you wanted done?

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  • Graeme Carmichael
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    Pete

    Try this:

    Metrics

    • MED(Unsolved ticket age (days))

     

    Rows

    • Ticket Created Date
    • Top Unsolved Ticket Age Minutes

    Where 'Top Unsolved Ticket Age Minutes' is a custom Top\ Bottom attribute under Calculations>Attributes>Top/bottom attribute' defined as:

    To create a clickable link to a ticket in Support, this is not  supported in Explore out the box. Instead, you must create a custom attribute. See here for details.

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  • Pete Holborow
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    Thank you, I'll play around with that and see if I can get what I need. I wasn't aware of that top/bottom calculation option.

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