Martin Cook

Hi Folks,

I am sure that this is really simple but I cannot see what is not working!

I have tickets with Ticket tags and I want to be able to have a Custom Attribute that I can use then in another formula to be able to set the value of another Custom Attribute - which is then used in a report.

I have run a report and can confirm that one of the tags in the tickets I am interested in is emea_wd_starter.  I have then cut and pasted from the article above the structure for the attribute:

IF (INCLUDES_ANY([Ticket tags], "emea_wd_starter")) THEN True ELSE False ENDIF

...and it does not return True against any ticket, when if I filter a report I can see that there are 2 of them - however everything is False - even the 2 tickets that have this exact ticket tag amongst others.  The only think I can think of is that it doesnt "like" having lots of other Tags - but that would be rather peculiar, and not what the Knowledge article suggests.

I would be so grateful if I could be helped out my misery!  Thanks