Reporting on end-users with multiple requests of the same type

Answered
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Greg Choisser

Posted Nov 09, 2022

I'm working on a report that would allow us to show requesters with <= 4 tickets with the same request type. I've tried using IF ([Ticket tags]="ticket_type_1")<=4 THEN "Follow Up" ENDIF and IF ([field name]="field_tag")<=4 THEN "Follow Up" ENDIF and calculating it on requester id. However, I'm not getting any results this way. Ideally, I'll be able to build this out with ELIF to include all the field tags under the field. 

IF ([Ticket tags]="ticket_type_1")<=4 THEN "Follow Up"

ELIF ([Ticket tags]="ticket_type_2")<=4 THEN "Follow Up"

etc. 

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      Greg Choisser

      This worked perfectly!

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      Gab Guinto

      Hi Greg,

      Here's a different approach:
      You can start by creating a custom attribute to identify the request type based on tags. Example:
      IF (INCLUDES_ANY([Ticket tags], "ticket_type_1")) THEN "Type 1"
      ELIF (INCLUDES_ANY([Ticket tags], "ticket_type_1")) THEN "Type 2"
      ELIF ...
      ENDIF
      With the native Tickets metric, you can add this custom attribute under Rows to see a breakdown of tickets per request tag. You can then add Requester name to slice the data further by requester.
       
      Then, apply a metric filter to only show rows with a ticket count of 0 to 4. Your table should display requesters with 4 or less ticket per each request type. 
       
      Hope this helps. Thanks Greg!

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