Report to Display Date Ticket Last Updated --> only most recent update
Hello! I am creating a report that will be sent to an end-user. They have requested a column to display the date the ticket was last updated. I have this filtered to be a public comment, however, I am not sure which value to use as a row or what other filtering criteria I need to use. I have tried two setups and neither displayed what I wanted.
The first setup showed a new row with a date for each time a public comment was added to the ticket, so there ended up being multiple rows/date associated with each ticket. The second setup I tried was showing one date for each ticket, but it was including date for private comments too (even though I am filtering by Public comment types.)
I only want a column that displays the date of the most recent public comment. Any ideas?
-
Melissa
In the ticket updates dataset, create a new metric to calculate the time since the last public comment by an Agent:
IF [Comment public] = TRUE AND ( [Updater role] = "Admin" or [Updater role] = "Agent")
THEN
DATE_DIFF(TODAY(),[Update - Timestamp],"nb_of_seconds")
ELSE 0
ENDIFAlso create a new standard attribute to show when the last public agent comment happened:
IF [Comment public] = TRUE AND ( [Updater role] = "Admin" or [Updater role] = "Agent")
THEN
[Update - Timestamp]
ELSE 0
ENDIFHere I have used the timestamp, but you could return the just the date if you prefer.
Under results manipulation, use Top/ Bottom to display the most recent timestamp.
...and the report selection will look something like this:
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