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Filtering Ticket Events by Business Hours

Answered
image avatar

Chetan Rawat

Posted Apr 10, 2023

Hi, I'm trying to find the Time a ticket spent during Business Hours in a particular field before moving out.

This is the metric I'm using to get my tickets.

IF ( [Changes - Field name] = "Current Escalation"  AND  [Changes - New value] = "X"  AND  [Changes - Previous value] = "Y" ) 
THEN [Ticket ID] 
ELSE NULL ENDIF

Now I  need a report where I will know how many hours each ticket spent in business hours and outside of business hours before the field changed from X to something else.

I tried using the following logic to create an Attribute but not working for my ask.

Separate Hours 

Let me know if there is a solution to this.

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1 comment

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    Alex Zheng

    Zendesk Customer Care

    Hey Chetan,
     
    Unfortunately it is not possible to get field changes time calculations in business hours at the moment. I would highly encourage you to follow and upvote this community feedback post on this issue and our product team will take into consideration posts that get more votes and engagements.
     
    Let me know if you have any further questions.

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