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Count of Ticket Field change in Exlpore
Posted Jan 05, 2021
Hi there,
I'm a bit stuck (and mods, apologies but I have posted this within another post, but wasn't descriptive enough).
In Insights I had/have the following custom metric in a very simple report, used across a few reports:
SELECT # Ticket Updates WHERE [Text Field] New Value = [Change Progress] Booked into sprint
And an example report is structured as follows:
What (above metric)
Filters: the one relevant to this is Week (Mon-Sun)/Year (Event) is this week
I can't seem to find a similar variant to count the number of times this field was updated to that particular drop-down selection in Explore; there's a lot of advise on IF THEN ELSE, but that's not what I'm after.
Are you able to point me in the right direction? I haven't a clue how to achieve this.
Thanks,
Emma
1
3 comments
Chandra Robrock
Hi Emma - I believe you should be able to accomplish this in Explore by using the following:
Dataset: Ticket Updates
Metric: D_Count(Updates)
Filters:
The one thing I noticed when testing this out on my end was that this 'Changes - New value' attribute includes a good chunk of data so, if you're having difficulty filtering for that specific tag, you might want to consider adding a new Standard Calculated Attribute that looks similar to the below:
IF CONTAINS([Changes - New value],"insert_the_tag_for_your_dropdown_value_here")
THEN "TRUE"
ELSE "FALSE"
ENDIF
You'll then be able to add this new Standard Calculated Attribute as a filter so that you can select only the updates where the Changes - New Value was the particular dropdown you were looking for.
Hope that helps point you in the right direction!
1
Emma Kane
This has worked! It corresponds to my Insights data perfectly.
Our internal Zendesk guru is on maternity leave so this has been a bit of a struggle!
Thanks ever so much Chandra!
Emma
0
Chandra Robrock
Happy to help! So glad to hear that solution worked for you. :)
0