VALUE aggregator can't be used with calculated metrics. Try another aggregator

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image avatar

James Bransden

Publication le 07 juin 2023

Hi,

 

I have a calculated metric below which worked fine for months and now all of a sudden I replicated the metric to use a different value and receiving an error.

Error: VALUE aggregator can't be used with calculated metrics. Try another aggregator.

IF (VALUE(First reply time - Business hours (hrs)) < 10)
THEN [Ticket ID]
ENDIF

 

I then have a Result metric calculation to calculate the %.

 

In https://support.zendesk.com/hc/en-us/community/posts/4413237775514-Help-with-creating-Explore-report-to-measure-that-took-longer-than-XX-time-to-reply-to the VALUE aggregator is also used.

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      image avatar

      Troels Lemming Müller

      Hi Eugene

      I can't get this to work with Unsolved tickets age.

      We used to have a brackets created with:

      IF (VALUE(Unsolved tickets age (hrs)) <= 5) 
           THEN  "<5 hrs"
      ELIF (VALUE(Unsolved tickets age (hrs)) <= 24) 
         THEN  "5-24 hrs"     
      ELIF  (VALUE(Unsolved tickets age (hrs)) <= 24*2)
         THEN "1-2 days"
      ELIF  (VALUE(Unsolved tickets age (hrs)) <= 24*4)
         THEN "2-4 days"
      ELIF  (VALUE(Unsolved tickets age (hrs)) <= 24*7)
         THEN "4-7 days"
      ELIF  (VALUE(Unsolved tickets age (hrs)) <= 24*14)
         THEN "7-14 days" 
      ELIF  (VALUE(Unsolved tickets age (hrs)) <= 24*30)
         THEN "14-30 days" 
      ELIF  (VALUE(Unsolved tickets age (hrs)) > 24*30) 
         THEN   "30+ days"
      ELSE  "Unsolved"
      ENDIF

      But Unsolved tickets age (min) is also an calculated metric so no quick fix.

      Right now, I'm using the pre-built metric Unsolved tickets age brackets instead but would like to make my own backets.

      Would this really be the solution?:

      IF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 5) THEN
          "<5 hrs"
      ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24) THEN
          "5-24 hrs"
      ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 2) THEN
          "1-2 days"
      ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 4) THEN
          "2-4 days"
      ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 7) THEN
          "4-7 days"
      ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 14) THEN
          "7-14 days"
      ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") <= 24 * 30) THEN
          "14-30 days"
      ELIF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") > 24 * 30) THEN
          "30+ days"
      ELSE
          "Unsolved"
      ENDIF

       

       

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      Officiel

      image avatar

      Eugene Orman

      James Bransden

      It is a fair point. We didn't enforce users from using the VALUE aggregator before, but in the majority of the cases, it didn't work well with the calculated metrics and resulted in broken reports or miscalculations.  That's why we advised users only to use it with the database-level metrics as documented here.

      Now, the formula validation restricts VALUE aggregator usage with calculated metrics. 

      You can easily fix your calculations by using the database-level metric, like this: 

      IF (VALUE(First reply time - Business hours (min)) < 10*60)
      THEN [Ticket ID]
      ENDIF

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