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Graeme Carmichael

Community Moderator
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Activity overview

Latest activity by Graeme Carmichael
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    Graeme Carmichael commented,

    Helvijs It doesn't look like the ticket age made it to Explore. So I do not believe that it is possible to recreate your Insights report. Let me know if you find a way,

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    Graeme Carmichael commented,

    Pete It looks like you are missing the POST statement from your header. Details are here.

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    Graeme Carmichael commented,

    Melanie You may want to have a look at this Explore Early Access Program - Improved Performance for Large Queries. It allows you to export queries with more that 50,000 rows, but for now there is s...

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    Graeme Carmichael commented,

    Melanie Glad we are getting there. The best way to combine custom metrics is to go to Result Manipulation>Result Metric Calculation. In there, you can add together your custom metrics to get a tota...

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    Graeme Carmichael commented,

    If you have access to the Customer List add on on, you can include the Role as column there. You can filter the users by 'Agent' and include the role name as part of the output...'Staff', 'Supervis...

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    Graeme Carmichael commented,

    Melanie Can you confirm that for each of your custom metrics, the 'compute separately' option is checked?

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    Graeme Carmichael commented,

    Ihab Unfortunately, adding a comment to a ticket from a trigger is not a permitted action. You can try to do that via trigger action, but it is not recommended. As you have discovered, you can send...

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    Graeme Carmichael commented,

    Ranga We can make this a little simpler: IF [Ticket status - Unsorted]="Solved" or [Ticket status - Unsorted]="Closed"THEN DATE_DIFF([Ticket solved - Timestamp],[Ticket created - Timestamp],"nb_of_...

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    Graeme Carmichael commented,

    Ben It will be the choice of dates that is causing the confusion. 'Ticket Updated - Date' is the date the last update was made to the ticket including updates by business rules. 'Update - Date' re...

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    Graeme Carmichael commented,

    Ben I cannot replicate this problem. When an automation or trigger updates a ticket, the updater role is null and appears blank. You can isolate these updates by filtering for Updater>Role>NULL Bec...