Ignacio De La Llave Lorenzo
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Activity overview
Latest activity by Ignacio De La Llave Lorenzo-
Ignacio De La Llave Lorenzo commented,
+1 very useful in multiple scenarios
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Ignacio De La Llave Lorenzo commented,
Hi, A similar solution to Tammy's has worked for us: Go to [yourZendeskdomain]/api/v2/tickets/[your ticket ID]/comments.json Look for your comment and find the "body" field (NOT html_body) it wil...
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Ignacio De La Llave Lorenzo commented,
Looking for a specific change in over 1000 pages is ridiculous. A way of searching/filtering or at least exporting the Audit log seems easy to implement and would have big benefits
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Ignacio De La Llave Lorenzo commented,
Hi Sue, Total time spent (sec) is a fact not an attribute. It should be under Elements > Facts
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Ignacio De La Llave Lorenzo created a post,
Attaching external email to ticket
AnsweredHello, While supporting a client, there are cases in which we have to create a ticket for a third party that provides support for the hardware. We have created a macro and a trigger so now, when th...
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Ignacio De La Llave Lorenzo created a post,
Assignee when text field was changed
Hello, I am working on a report to check which agent used a concrete macro. This macro does a few things but the easiest to track in insights is the change of a checkbox (mis escalation ops) that w...
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Ignacio De La Llave Lorenzo commented,
Sorry for going back and forth with this question. My issue at the moment is the following: My "Total time spent (min)" looks like the one in this article: SELECT SUM(IFNULL([Numeric Field] New val...
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Ignacio De La Llave Lorenzo commented,
Never mind my last question. The issue was that those tickets where auto-closed with no time spent so they were being counted for the # Tickets Solved but not for the averages. Filtering out ticket...
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Ignacio De La Llave Lorenzo commented,
Hi, I am having an issue with the "Total Time Spent (min)" metric. The problem comes with merged tickets. For example, I am trying to get the total time spent in tickets filtered by a custom field ...