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Kirby Drumm
Joined May 13, 2022
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Last activity Apr 19, 2023
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Latest activity by Kirby Drumm
Kirby Drumm commented,
Update: Still using the D_COUNT(Organizations), but I was able to get things working by using a calculated metric for the tickets, so instead of COUNT(Tickets) I use:
IF DATE_DIFF(TODAY(),[Ticket created - Date],"month") <= 6 THEN
[Ticket ID]
ENDIF
Jamie Farmer thanks for the collaboration!
View comment · Posted Apr 19, 2023 · Kirby Drumm
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Kirby Drumm commented,
Apologies, but I'm a bit confused. What I'm trying to achieve is what you posted on October 20th, where you have a date range filter and you still identify orgs with zero tickets. Do you still get orgs with zero tickets?
For the broader group, my goal is to build a report which shows the number of tickets created for the past 6 months, including no tickets.
View comment · Posted Apr 19, 2023 · Kirby Drumm
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Kirby Drumm commented,
And this is how you were able to get the Ticket created - Date to be honored?
View comment · Posted Apr 19, 2023 · Kirby Drumm
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Kirby Drumm commented,
Jamie Farmer, did this every get figured out? I would like to do the same thing. Is there a ticket you can share?
View comment · Edited Apr 19, 2023 · Kirby Drumm
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Kirby Drumm commented,
Same here...similar to Lucas Poignant, want to correlate #bugs filed vs #tickets.
View comment · Posted Mar 24, 2023 · Kirby Drumm
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Kirby Drumm commented,
Hi Dane, thanks for the recommendation! Can you elaborate on how "(business) Less than/Greater than/Is" can be used to determine whether or not the automation is running inside our outside of business hours?
View comment · Posted Dec 14, 2022 · Kirby Drumm
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Kirby Drumm commented,
I have a use case I'm trying to solve. I would like an automation to run only during business hours (I would like to avoid holidays too). For some reason, automations don't have a "Within business hours" condition but triggers do. My thought was to create a trigger that would set a tag, but triggers only fire when a ticket is changed (or created), so tickets that are less than active won't get the new tag until well after moving to or from business hour windows.
Any thoughts on how this can be accomplished? Any chance I could lobby for enhanced conditions in automations? Anything I'm missing?
View comment · Posted Nov 29, 2022 · Kirby Drumm
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Kirby Drumm commented,
hi Greg Katechis, any thoughts on this one?
View comment · Posted Oct 18, 2022 · Kirby Drumm
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Kirby Drumm commented,
Apologies, Greg. I replied to the email but the response didn't get placed here...
View comment · Posted Oct 04, 2022 · Kirby Drumm
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Kirby Drumm commented,
Of course! My use case is that I publish automated comments (via API) to tickets and I would like them to be in the voice of the assigned agent, not me. I believe my name is being used as it is associated with the authorization token.
View comment · Posted Sep 22, 2022 · Kirby Drumm
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