Metric or Attribute for WIthout a Tag

9 Comments

  • Joe Beaudoin

    Hi Melissa,

    Thanks for your question!

    I did some playing around and I believe I've got the formula you need:

    IF (NOTCONTAINS([Ticket Tags],"jira_escalated"))
    THEN [Ticket ID]
    ENDIF

    I was able to get this syntax to return the remainder of total tickets minus tickets that contain the tag in question.

    Hopefully that helps in your query efforts!

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  • Melissa

    Joe, 

    Thank you for the query. I tested it and for some reason it still isn't working. I have about 3860 total tickets, 560 tickets with the tag, and I get 3840 without the tag. I can't get the math to add up. Your formula seems to equally track with the total tickets.

    0
  • Jon Daniels

    Apologies for the confusion here, Melissa!

    That syntax provided by Joe looks like it should work, but currently Explore cannot filter reports by tickets that don't have a tag.

    This is a highly-requested feature, so our team is working on building this in as soon as possible.

    Let us know if we can help with anything else before then!

    2
  • Melissa

    Jon, thank you for the reply. This is a major feature we are looking for in our reports. Good to know that it wasn't me though I have spent a lot of hours trying to get this to work.

    0
  • Jon Daniels

    Apologies again for the trouble, and let us know if you run into any other issues as you configure things!

    0
  • Amanda Joy

    Hi All!, 

    I am struggling to get a Jira ID formula built into a report. Basically, we do not use tags for escalated bug tickets, but we do use the ZenDesk built Jira integration to report them. 

    I am hoping there is a way to build a formula which will show the JIRA assigned ID's for all reported tickets. Can someone help me with this! 

     

    Thanks! 

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  • Chandra

    We recently opened a ticket and we were told you can add a filter to exclude the tag, and it didn't work, so I'm not sure if the support team is fully informed on this functionality (or lack thereof). We have had some luck with a custom metric that counts all of the tickets WITH the tag, and then another metric that subtracts that metric from the total tickets metric. This one bombs out when we try to use it in a report covering more than 3 months, however. 


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  • Amber S

    Hi Amanda,

    I'd like to troubleshoot your issue further, so I will be opening up a ticket with you! Thanks!

    0
  • Amber S

    Hi Amanda,

    This article might help you find the answer to getting your Jira ID into Zendesk - https://support.zendesk.com/hc/en-us/articles/115004257108-Using-the-Jira-field-syncing-feature. Thanks! 

    0

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