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Jan Schweigerer

Data ingresso 16 ott 2021

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Ultima attività 30 ott 2023

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Jan Schweigerer ha commentato,

Commento nella community Q&A - Tickets and email

Hi Elaine,

Thank you for your response. I've reviewed the article you mentioned. If I follow your approach, won't it filter for tickets that currently have the Pending Status value of No and then show the duration these tickets were under the custom field Issue Status with the value In Investigation?

What I'm aiming for is to determine the time all tickets (regardless of their current status) spent with both the Pending Status value of No and the Issue Status value of In Investigation simultaneously.


I would have thought I need to include both conditions in the standard calculated metric itself somehow, to account for time spent with both custom field values assigned at the same time?

Visualizza commento · Data ultima modifica: 30 ott 2023 · Jan Schweigerer

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Jan Schweigerer ha creato un post,

Post Q&A - Tickets and email

I need to monitor the total duration for which all tickets had two specific custom field values simultaneously.

Specifically, I want to track how long tickets had the value `In Investigation` in the custom field named `Issue Status`, while also having the value `No` in another custom field named `Pending Status`.

How can I achieve this?

Data ultima modifica: 16 ott 2023 · Jan Schweigerer

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Jan Schweigerer ha commentato,

CommentoBuilding reports

Hi Team, 

I want to track the pending status time during which a ticket had the custom value "issue_status_needs_investigation" assigned. 

In your reference here, you say value aggregators can only be used within calculated metrics. 

If I try to use the following formula (which I adjusted from your help center article for field changes time it tells me I can't use the aggregator VALUE in calculated metrics, which is exactly the opposite of what you say here above in this article

IF ([Changes - Field name]="Issue Status")
AND ([Changes - Previous value] = "issue_status_needs_investigation")
THEN VALUE(Pending status time (min))
ENDIF

The following formula, which is derived from your article, also uses a VALUE aggregator and is accepted.


IF ([Changes - Field name]="Issue Status")
AND ([Changes - Previous value] = "issue_status_needs_investigation")
THEN VALUE(Field changes time (min))/60
ENDIF

Can you explain or ideally, tell me how I could track what I want with a formula?

 

Visualizza commento · Data ultimo post: 14 lug 2023 · Jan Schweigerer

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Jan Schweigerer ha commentato,

Commento nella community Feedback - Reporting and analytics (Explore)

We would also very much need this feature!

Visualizza commento · Data ultimo post: 11 lug 2023 · Jan Schweigerer

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Jan Schweigerer ha commentato,

Commento nella community Discussion - Tips and best practices from the community

I'm sorry, but I can't believe this is not a standard feature available via forms.

This is such a basic use case which thousands of customers will require, and we have to build some complicated, messy workaround on our own in order to realize it.

It baffles me how expensive this tool is for the amount of features it offers.

Visualizza commento · Data ultimo post: 27 mar 2023 · Jan Schweigerer

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Jan Schweigerer ha commentato,

Commento nella community Feedback - Ticketing system (Support)

Hi @...

Our situation is the same as Johan's there are practically no outliers. Every Organization should have their end users be able to see their peers tickets and comment on them. 

Hence, the tediousness of setting each organization and every end-user up that way.

Can you give us an update if this is a feature that might be available in the future? If so, could you give a rough estimate?

 

Thanks in advance

Jan

Visualizza commento · Data ultimo post: 24 gen 2022 · Jan Schweigerer

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Jan Schweigerer ha commentato,

Commento nella community Feedback - Ticketing system (Support)

We need this too, urgently!

The use case is simple - if you offer support to businesses, more often than not the people you are in contact with from the same organization also need to be aware of the communications that we have with their colleagues. 

It's tedious to change the settings for every organization and user we create, and sometimes you simply forget. 

I'm surprised this feature doesn't exist yet, would be awesome if you could implement it :D

Visualizza commento · Data ultimo post: 12 gen 2022 · Jan Schweigerer

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Jan Schweigerer ha commentato,

CommentoWorking with articles in the knowledge base

Hi there! Love this feature so far. 

Instead of linking a specific article, I'd like to link to a section though. Any advice on how I could do that?

Visualizza commento · Data ultimo post: 20 set 2021 · Jan Schweigerer

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