When a ticket is requiring the assistance of another team outside of Support (Engineering, Sales, third-party service, etc.), analysts will place the ticket in the On-Hold status.
We would like to calculate the number of tickets that have been and have not been placed in an On-Hold status.
I created the following formula to try getting the count on the number of times a ticket had been placed in an On-Hold state (via the Ticket Updates dataset):
[Changes - Field name]="status" AND
[Changes - New value]="hold" OR
[Changes - Previous value]="hold"
THEN [Ticket ID]
However, this will exclude tickets that were immediately placed into an On-Hold state. In addition to that, if we try to exclude Problem tickets (using the Ticket Type attribute as a Filter), it'll return a number of tickets far less the actual number of non-Problem tickets.
If there a better way to get these counts? Can it be done in the Ticket Updates data set? Would the Tickets dataset be a better way to get these counts?
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