Reporting on tags in Explore

40 Comments

  • Violeta Micu

    Hello Mari,

     

    You can check Eugene's answer:

    "At the moment tag-based formulas are easily hitting the system 50K row limit. Which means that Explore will look through 50K ticket/tag combinations at a time. To avoid hitting this limit, use a filter to narrow down the results in the queries. For example, set this time range filter: Ticket created - Date is the last 7 days. As well,  nstead of using a calculated metric you can simply filter out the whole query by the Ticket tag is winav-20604 filter. "

     

    Unfortunately this is the current situation when you create metrics based on tags.Until the team will fix this you have 2 options:

    1. use tag as an attribute

    2. try to see the information for a minimum period of time (if you want to see it in weeks, set just 2 or 3 weeks). It depends a lot on your business volume.

    I know that both are not the solutions you need but maybe they will help a little...

    Have a nice day!

    Vio

    1
  • Brett - Community Manager

    Thanks for sharing this Violeta :)

    Super helpful!

    1
  • Carla

    Hi!

     

    I want to know how many were Tickets solved without taking into account merge tickets. I have created this metric to substract it from Tickets solved.

    but when I do a Result metric calculation to substract it, I do not find it. 

    Is there something wrong?

    Thanks!

    0
  • Mandvi Singh

    As filtering by ticket tags has been discontinued it shows [Obsolete - Ticket tags]. Can someone explain how to filter by tags?

    2
  • Oriol Prats Navarro

    Same as with Mandvi, trying to do a calculated metric does not show [Ticket Tag]

     

    0
  • Jessica Blake

    Hi Mandvi and Oriol!

    Our Explore team are currently updating our data sets to enable you to report on combinations of presence & absence of specific tags. The [Obsolete - Ticket tags] attribute will still work and by now you should see the new [Ticket tags] attribute in your account. 

    You can check out the comment from Vincent on this change here.

    0
  • Justin

    Does anyone know if it's possible to report on timestamps with tags? For example, how long from when a ticket is created until a tag is applied? Or, even better, time from when a ticket is created until when a custom field is updated?

    0
  • Graeme Carmichael

    Justin

    I do not believe you will be able to find the time stamp of when a tag is applied. But you can for custom fields.

    Use the Support:Ticket Updates dataset.

    The minutes between a tickets creation and a ticket being updated will be:

     

    Because a ticket can have a custom field updated more than once, use the MAX aggregation to find the last time it was set. You can then use:

    ROWS

    • Ticket ID
    • Changes- Field Name

     FILTER

    • Changes- Field Name > Your custom Field

     

    1
  • Justin

    Super helpful, thanks @Graeme Carmichael. Would this also work to see how long a ticket has been assigned to a group? And, is it possible to not only show that max (last time it was set)  but rather to show how long a ticket has been assigned to each group/tier? For example:

     

    Tier 1 - 1 hr

    Tier 2 - 2 hrs

    Tier 3 - 2.5 hrs

    Total time to resolution from ticket creation = 5.5 hrs

    0
  • Graeme Carmichael

    Justin

    Unfortunately, I do not believe that will work for groups.

    You can use:

    • SUM(Field Changes time)  as the metric.
    • Changes Field Name = group ID as a filter
    • Changes Previous value  as ROW

    This should aggregate the time spent per group, but you do not get the time spent in the final group. In Explore, I do not know how to adjust for that. Because there are timestamps for each event, I would expect there to be a way to accomplish this, but that is beyond me.

     

     

    0

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