Margarita Obrador Almodóvar

Hi @...

Thank you very much!
I am reviewing the data thanks to these new metrics and I wanted to know if I have a way to get the average of the first time this Ticket field has been modified to the desired Tag? instead of getting the average of all the updates. for example, a ticket that has had several changes in this variable and has passed several times through the value we are interested in, but we only want to see when it was the first time (not the subsequent changes).

 

Thank you very much for your support on this. It's been a great help

Hi @... 

Thank you very much for this! it helped me to get closer to the desired data. with this, what I would need is to be able to get the average (in minutes) since a ticket was created until it got to step Sent (for example) rather than see the minutes that have passed since each update of this variable. Is there a possibility to modify these formulas to achieve this?

Again, thank you very much for your help

 

Hi team!

I am trying to get times (min) since a ticket is updated from a custom ticket variable.

In this case, I have a "step" variable that determines what state the ticket is in (within the Pending State).

Is there any way to see how many minutes have passed since the Step ticket parameter has been updated?

Many thanks for your support! 

Hi @...

Many thanks for your help on this! it works perfectly :) 

I am trying to create a query in which:

- show me those tickets that are open and there has been no update in the last 3-4 weeks.

I am trying to apply a date filter, to exclude them, but it only shows me those that have had updates.

Does anyone know how to create it?

Hi @... 

Thanks for your help on this! :) 

Hi team! 

I'm trying to check the triggers created to assign tickets to certain agents automatically. I want to be able to see how to make them not apply if the agent is OOO. Is there any way to control this? even if it's with extra triggers.

 

Ex: all the tickets from requester D will be assigned to agent F 

In case agent F is OOO, those tickets should not be assigned to agent F. 

 

Thanks!