Ticket Group at time of creation
I need to be able to report on how many tickets were created in Group A. It is irrelevant where they ended up, I only care about where they started.
Joshua Bentley - are you reassigning tickets to different group? If yes, are they solving it on their end or returning it back to whoever reassigned the ticket?
If yes, then this will be a challenge given that in Explore you can see how many tickets were created in a specific group but the ticket should be assigned on that group otherwise it won't be counted.
Thanks for the reply, Jahn Bronilla. For clarification, here's what happens usually:
- Ticket is created in Group A based on triggers using "received at".
- Ticket is worked on by agent in Group A then assigned to Group B for completion.
- Group B completes their portion then solves the ticket.
So if my understanding is correct based on what I've read and my experiments in Explore, unless the ticket ends with Group A, it will not be counted as being created in Group A.
Or to put it another way: in the scenario above, the ticket would be counted as created in Group B even if it didn't start with Group B.
If I'm understanding correctly, does that mean that there is no formula or recipe in Explore that would allow me to accurately report on which group a ticket started with?
I wrote a quick and dirty option for this. You would need to use this on the Updates History dataset. It just returns the value for the group, from the first time the group_id was changed from NULL:
IF ([Changes - Field name] = "group_id" AND
[Changes - Previous value] = NULL AND
[Changes - New value] != NULL AND
[Changes - New value] != "")
[Changes - New value]
Downsides: This returns the ticket group id, not the human readable name. You also cannot use this with "Tickets Created" as a metric, as it thinks tickets don't have a group on creation. You should not use it with Tickets Solved, either, because that metric is broken.
CJ Johnson - you are amazing. Thank you! This is a step in the right direction. Let's see if we can get closer. Could we adjust this formula to look for tickets that got changed from NULL to either group_id or a group name? Could that attribute be used in conjunction with tickets created?
Since our triggers are assigning them to groups when the ticket meets certain conditions, I think this would give me what I'm looking for.
Please sign in to leave a comment.