• Chandra Robrock

  • May 06, 2023 15:57

  Community Moderator

  

  Hey Brandon S. - It looks like there are some issues with the parentheses. I've gone ahead and reformatted your query for you below:

  IF ([Ticket status]="Open" OR [Ticket status]="Pending")
  AND [Ticket first assigned - Hour]>12
  AND [Ticket first assigned - Hour]<24 
  THEN [Ticket ID]
  ENDIF

  In terms of adding a group, you'll want to add a new line similar to the bolded one below:

  IF ([Ticket status]="Open" OR [Ticket status]="Pending")
  AND [Ticket first assigned - Hour]>12
  AND [Ticket first assigned - Hour]<24
  AND [Ticket group]="Support"
  THEN [Ticket ID]
  ENDIF

  If you also want to look at different groups, you'll want to add a similar line as the Ticket Status line you created, using OR logic. Example below:

  IF ([Ticket status]="Open" OR [Ticket status]="Pending")
  AND [Ticket first assigned - Hour]>12
  AND [Ticket first assigned - Hour]<24
  AND ([Ticket group]="Support" OR [Ticket group]="Support Engineering")
  THEN [Ticket ID]
  ENDIF

  Hope that helps!

• Brandon S.

  • May 06, 2023 18:48

  Thanks Chandra for your input on this, I really appreciate it. However, it does not solve the problem. What I actually want is to get the time in days since the tickets are in open or pending status. For ex: if an agent has received a reply from the customer and did not reply back and the ticket is left in Open state, I want to fetch this data. 

  So far, I can only get tickets from Ticket updated time stamp but that includes anything( all updates on the ticket) so this is not actual data. 

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