Melissa Kibrick

Jon, thank you for the reply. This is a major feature we are looking for in our reports. Good to know that it wasn't me though I have spent a lot of hours trying to get this to work.

Joe, 

Thank you for the query. I tested it and for some reason it still isn't working. I have about 3860 total tickets, 560 tickets with the tag, and I get 3840 without the tag. I can't get the math to add up. Your formula seems to equally track with the total tickets.

I have a tag that signifies whether my tickets were escalated to Jira. I want to create a dashboard that helps my team compare the relative number of tickets, length until solved, etc of tickets with and without this tag. I cannot figure out how to create this as a filter, attribute, or custom metrics. Here is what I tried for a simple count the number of tickets without this tag:

IF (NOT([Ticket Tags]="jira_escalated"))
THEN [Ticket ID]
ENDIF

But the Count is over 3x the number of tickets in my database and the D_Count is almost the same as the total tickets. 

This formula appears to work to count the tickets with the tag:

IF ([Ticket Tags] = "jira_escalated")
THEN [Ticket ID]
ENDIF