Report on list of tickets which were set to Pending status for the very first time
AnsweredHi,
Can you please help me to find a way to report on a list of tickets that went in Pending status for the very first time in Explore?
I found how many times the ticket changes its state but was not able to find anything related to solve the above issue
Thanks!
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Prerana
Use the Ticket Updates dataset. Then create a new standard metric to return the update ID when a ticket is set to pending:
IF [Changes - Field name] = "status" AND
[Changes - New value] ="pending"
THEN
[Update ID]
ENDIFEnsure you tick the 'compute separately' box at the bottom of the page.
Use this with a D_COUNT aggregate.
This counts the number of times that a ticket is set to pending. Tickets that went to pending for the very first time will have a count of 1. So you can go to Result Manipulation>Metric Filter and set the filter to 1:
If you only want to see tickets that are currently pending, add a ticket status = Pending filter to your report.
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I tried to implement this but for a specific ticket I see that it was updated 12 times
obviously when I try to use the Metric Filter and choose 1 it will not show that ticket at all as it returns 12 and not 1.
when I add the updateID then it will show the same ticket number multiple times so can't show that either.
Not sure what I am doing wrong and why it's not showing the first time it moved to pending
Hope you can help
Anat
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Anata
Are you looking to return the date and time that a ticket first went to pending status?
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Yes exactly
Thanks
Anat
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Anat
We use the Ticket Updates dataset.
First create a custom attribute to return the timestamp when a ticket goes to pending:
Now create a custom metric to find the time elapsed from the change to pending:
Then use TOP/ BOTTOM result manipulation to find the oldest row based on this metric:
...to give:
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Thank you so much for your help that was a great help :-)
Regards,
Anat
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