I have a custom metric called 'Ageing from Agent Update Date'. Definition below:
SELECT MAX((SELECT THIS - (SELECT Date (Ticket Agent Updated)) BY Ticket Id,Ticket Assignee ALL OTHER)) WHERE Ticket Status IN (Open,Pending) AND Ticket Status <> Deleted
The problem is when 'Date (Ticket Agent Updated)' custom field is empty the report returns some random number like 43003, 42004, etc...
I want to be able to alter the metric in such a way that if the 'Date (Ticket Agent Updated)' is empty then choose Ticket Created Date instead.
I don't want to eliminate tickets with an empty 'Date (Ticket Agent Updated)' field.
My basic objective is to track the tickets which have had no agent public comments for more than 1 day.
Any help or ideas?