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Jorge Moreno

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Activity overview

Latest activity by Jorge Moreno
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    Jorge Moreno commented,

    Thanks Austin! I had thought of both, but trying to avoid automating based on manual work, any typo would cause the trigger to fail in this case, which is why I mentioned macros as another option. ...

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    Jorge Moreno commented,

    Hi all,   Haven't been able to read through all the comments, so I'll ask myself:Is there a way to populate fields like form and custom fields when creating a child ticket? IF I want to send a tick...

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    Jorge Moreno commented,

    Hi, Is there a way to track SLA's after a ticket is escalated (assigned to a particular group)? We escalate complaints after solving some incidents, and we want to be able to set SLAs (first reply ...

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    Jorge Moreno commented,

    Ok tags or custom field filtering was important in this case. So, it seems like I can easily add the unsolved tickets that include a particular tag at the end of the month, when the report is gener...

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    Jorge Moreno commented,

    Forgot to add: the moment the ticket is is tagged, it is also escalated, so any of those two actions would work to start counting

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    Jorge Moreno created a post,

    Capture time metric

    Hi, I would like to be able to capture the "time between the moment a ticket receives a particular tag until the first public reply, so I can have a query showing how many tickets fell under the di...

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    Jorge Moreno commented,

    If I filter by created date, I will get the unsolved tickets that were created during that month, but I want to know the oldest ones. In any case, I think I can solve this using previous month repo...

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    Jorge Moreno commented,

    Hi Cheeny, Thanks for the help! I want to know the particular number of unsolved tickets (with a particular tag) at one particular moment in time (beginning of previous month), how can the creation...

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    Jorge Moreno created a post,

    Unsolved tickets at beginning of period

    Hi,   I am trying to create a monthly report on complaints from the previous month which we will use to populate official reports. One of the queries I am struggling with is "unsolved complaints at...