Christopher Stock

Hey Paolo Votta, the community button won't appear if you do not have the community activated on your help center. But you can see it when you're in development mode.

You can also remove the code from the header.hbs file, you're looking for {{link 'community'}}

I really need this too!

You wouldn't actually be making any updates to the ticket itself though, only associated data, so I'm not sure why the trigger would be invoked.

Hey mfg, let me see if I understand your questions:

1. If you update the organization of a user will the updated organization be reflected on existing tickets, or only tickets created after the update?

- The change will be applied to all tickets where the updated user is the requester.

2. If you bulk update users, will the tickets those users are requesters for re-open?

- No, I don't think this will happen. Do you have automations/triggers that re-open tickets when the Requester or Organization is 'Changed'?

Hey Thomas, I've had another look at this and managed to get something working.

Using the 'Support - Tickets' dataset, this is the custom metric I created:

IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") AND DATE_DIFF(NOW(), [Ticket updated - Timestamp], "nb_of_days") > 7 THEN [Ticket ID] ENDIF

I've called it 'Unsolved tickets - not updated in last 7 days'.

You can then add this metric to a report alongside the standard 'Unsolved tickets' metric and create a 'Result metric calculation':

COUNT(Unsolved tickets - not updated in last 7 days)/COUNT(Unsolved tickets)

To give you the percentage.

Is that what you're after?

Hi Thomas Koch, is it specifically 'Solved' tickets that haven't been updated that you are interested in? Your queries all use the 'Ticket solved - Date' attribute.

One approach you could try is using the new DATE_LAST function to create an attribute that gives the timestamp of the latest update to a ticket, then filter to only show tickets where that timestamp is more than 7 days ago.

Hey Timo Boezeman, it's added as a element. There are no css classes, but you can style the element directly.

I'm really not sure on this one. Is it that you're missing values in 'List level one' and 'List level two'?

Hey Nick. What do you mean by 'truncated'? I can't see a scroll bar anymore. What are you expecting to see that you can't see?

Glad I could help Nick. You should be able to adjust the width on the report so that there's no horizontal scroll. If the default dashboard size isn't wide enough you can make it bigger by going to the 'Dashboard' tab and selecting 'Dashboard width':