I am trying to create a SLA report and one of the things I would like to capture are the number of tickets that started with a Priority of Urgent
Many of our tickets may start off as Urgent but are deescalated prior to resolution. Due to this when you report off this ticket it will show the last priority assigned to it.
My thought was a custom metric using the Changes-Field Name/Previous Value/New Value
I would love a second set of eyes and/or feedback if you think this custom metric covers what I need. I understand that there may be times a ticket goes from low/normal/high to Urgent but I am assuming the first reply would already have been done since customers cannot set the priority and almost all the time a client will call not email when they have an down system
Here is the metric:
IF ([Changes - Field name]="priority")
AND([Changes - Previous value] = "")
OR ([Changes - Previous value] = "new")
AND ([Changes - New value] = "urgent")
THEN [Ticket ID] ENDIF
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