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Jorge Moreno

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Latest activity by Jorge Moreno
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    Jorge Moreno commented,

    Hi!! If I schedule a report to be sent monthly on the 31st, will it automatically send it on end of month on shorter months, or will this cause the scheduled report to not be sent? Thanks!

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    Jorge Moreno commented,

    Hi!We are looking into creating a report that would show the attributes grouped in custom brackets:Tickets resolved within 3 daysTickets resolved within 3 to 5 days and so on, is there a way to def...

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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...