Capturing changes to Priority Field
AnsweredI 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
Thoughts?
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Bill
If you are going to use the ticket changes dataset to track this, you would have to check that the ticket priority new value is urgent and that the timestamp of the update matches the timestamp that the ticket was created.
I believe that would be better approach as it guards against tickets being set to an urgent priority at a later date.
However, it may be far easier just to use a trigger to tag these tickets on creation and use that tag for reporting. That would seem a simpler and more flexible approach. You could then use that tag while searching in support or in Views.
The trigger could be:
Meet all the following conditions
- Ticket is created
- Current user is end user
- Priority is urgent
Actions
- Add tag priority_urgent_at_start_by_end_user
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I like the idea of the use of tags.
Thanks Graeme!
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Can an enhancement request be made to allow reporting on First ticket priority and Final ticket priority instead of adding more tags to each ticket?
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