Query shows two entries for one ticket for First Internal Comment - Timestamp
I have a query that is displayed as a table. Among other data, the table displays:
- Ticket Created - Timestamp
- First Internal Comment - Timestamp (using the formula from here: https://support.zendesk.com/hc/en-us/articles/1260801335150-Working-with-earliest-and-latest-date-functions#topic_hrb_wdy_5pb)
- SLA Time Minutes - A calculated attribute that is the difference between those dates
- SLA Met? - A calculated attribute that displays Yes or No depending on the value of the date difference
My issue is, the table is displaying two rows for each ticket that has a First Internal Comment - Timestamp.
In the first row, the First Internal Comment - Timestamp is blank.
In the second row, the First Internal Comment - Timestamp is displayed.
I cannot just filter out rows with a blank First Internal Comment - Timestamp as there are tickets that legitimately do not have one.
I have tried several solutions which included calculated metrics to make rows I do not want, to be unique and filter those out. This did not work and nothing else I have tried seems to work either.
What can i do to prevent the table from displaying both of these rows?
Hey Timothy! Mind confirming what metric(s) your query is looking at? I couldn’t tell based on your screenshot but that may provide some additional insight here.
Sure! The only Metric it has is COUNT(Tickets Created)
Thanks for confirming! When querying the Ticket Updates dataset, each individual update would be a unique row. Since a ticket being created would be one update and then an internal comment being left on the ticket would be a different update, it is expected that you would see these timestamps on two different rows. I can't think of a way to get these two timestamps to appear on the same row, I'm afraid.
Thanks, Chandra. I'm not looking to have both timestamps on one row. If an Internal Comment Timestamp exists, then I only want to see that row in the table. If no Internal Comment Timestamp exists, then there should still only be one row for the ticket, but that column would be empty. Essentially, I only want to see a single row for each ticket.
I've tried adding Internal Comments as a Metric but I end up with the same issue.
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