How can separate Tickets final group when tickets were created in Explore


  • Pedro Rodrigues
    Community Moderator

    Hi Qin Brian, would the following attribute work? (example group ID = 360005980132)

    IF ( [Changes - Field name] = "group_id"
    AND [Changes - Previous value] = "360005980132"
    AND [Changes - New value] != null
    AND [Updater role] = "Agent"
    AND [Ticket group] != [Update ticket group])
    THEN [Update - Timestamp]

    I tried this on my account and it only returns the timestamp if the group reassignment is valid:

    You can also filter the new attribute to exclude NULL values:

    Hope this helps!

  • Qin Brian

    Hi Pedro:

    Thanks for the reply.

    In actual scenario, the tickets can be moved from group to group frequently.

    In another word, one ticket can be moved over 5 times during whole life handling.

    What I want to do is to find out the first group tickets entered precisely to avoid mixing with the groups tickets were moved.



  • Pedro Rodrigues
    Community Moderator

    Hi Qin Brian, not sure if there's a simpler way but here's how I did it.

    Created a new standard calculated attribute named "First Group":

    IF ( [Changes - Field name] = "group_id"
    AND [Changes - Previous value] = NULL 
    AND [Changes - New value] != NULL
    AND [Changes - New value] != "0")
    THEN [Update ticket group]

    Then I excluded NULL after adding it to my report:

    After excluding NULL in the new attribute, the resulting query only shows the first group assigned.


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