Bug when applying updater tag to query?
Hello Team,
I've found a strange bug when I try to filter my results down further, the SUM on the end column is calculating the numbers fine with the current query:
However when I try to filter my results down further by adding an updater tag I then get these numbers which make no sense:
The Metric path calculating i'm using is this:
Each sum path looks like this:
Any other filter I add on doesn't do this to the numbers including updater name etc only updater tag.
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Jack
Ticket and Users can have multiple tags. It is likely that your output is reflecting that.
To filter by a tag, you need to create a custom attribute to check if the tag is included. So you cannot use a filter on the tag as you would with, say, a Ticket ID.
Instructions are here.
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Doesn't seem to be working for some reason :s
Field I'm reporting on:
Calculated attribute:
Results are not pulling any ticket ID's:
Even when excluding NULL values:
Any ideas at all please?
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Jack
Lets try adding the [Changes- Field Name] and [Update - Timestamp] to the body of our report.
It may also be worth creating a new attribute for the DATEDIFF(...) formula and adding that too.
That way we can see exactly what is going on.
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Graeme Carmichael Thanks for the response.
So the Date Diff looks like its capturing the ticket ID's but for all ticket fields not the ones we specifically told it too..
I added this Date diff query as well:
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Jack
So it looks like the DATE_DIFF condition is working as the DATE DIFF attribute is returning the expected results.
Try adding a further new attribute to check we are finding the custom field.
IF [Changes - Field name] = "Number of Active engineers"
THEN [Ticket ID]
ENDIFEnsure that there are no spaces at the beginning or end of the custom field name in the Admin Centre where you define the field.
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Still not working unfortunately, even tried different custom fields with the same result.
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Sorry, Jack. I am at a bit of a loss. At least you know the problem is with the condition on the custom field and nothing else. You may have to reach out to Zendesk using the support chat.
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Jack
How about using brackets. It works for me without them, but try…
IF ( [Changes - Field name] = "Number of Active engineers" )
THEN [Ticket ID]
ENDIF
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