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Ticket ID filter based on previous ticket update
Answered
Posted Mar 18, 2021
Hi I'm currently trying to separate tickets by its previous updates.
For example, I want to identify ticket IDs that have been updated to have a "High" priority at least once in its lifetime (the tickets' priority then is changed back to normal after some more checks and investigations).
But other than that I also want to know every single update for each ticket IDs that meet that criteria.
Filtering with "Update Ticket Priority" or "Changes - New Value" to "High" would only show the updates that have "High" priority meanwhile as I said before, I also want to show all of the updates of the said ticket IDs.
Any tips on how I could perform such filter/selection?
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3 comments
Andre
For fetching the ticket that ever changed to "High" priority, I'd suggest creating a trigger that adds a tag "changed_to_high".
The condition of the trigger would be simple "priority" > "changed to" > "high". This would work only for new transition though.
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Alfine Putra Dhanendra
@...
Thank you for your suggestion.
I had thought of that but unfortunately, we're using macros to overwrite tags occasionally and there are too many of them to change to follow this idea.
Any other suggestions that I can work on based on the explore query?
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Chris H
Alfine,
Andre is on point on this one. Using tags to flag tickets that have had a high priority is the way to accomplish this. Unfortunately I am not aware of another method of getting what you are looking for here. It may be a good idea to update these macros to not clear all tags as they are very useful in reporting and other business rules. If these need to remove a single tag then adjusting the setup to remove only that tag would be the best option going forward.
I apologize for any inconvenience!
Best,
Chris H
Technical Support Architect
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