Report on list of tickets which were set to Pending status for the very first time

5 コメント

  • Graeme Carmichael
    Community Moderator

    Prerana

    Use the Ticket Updates dataset. Then create a new standard metric to return the update ID when a ticket is set to pending:

    IF [Changes - Field name] = "status" AND
    [Changes - New value] ="pending"
    THEN
    [Update ID]
    ENDIF

    Ensure you tick the 'compute separately' box at the bottom of the page.

    Use this with a D_COUNT aggregate.

    This counts the number of times that a ticket is set to pending. Tickets that went to pending for the very first time will have a count of 1. So you can go to Result Manipulation>Metric Filter and set the filter to 1:

    If you only want to see tickets that are currently pending, add a ticket status = Pending filter to your report.

    0
  • Anata

    Hi Graeme Carmichael

    I tried to implement this but for a specific ticket I see that it was updated 12 times 

    obviously when I try to use the Metric Filter and choose 1 it will not show that ticket at all as it returns 12 and not 1. 

    when I add the updateID then it will show the same ticket number multiple times so can't show that either. 

    Not sure what I am doing wrong and why it's not showing the first time it moved to pending 

    Hope you can help

    Anat

    0
  • Graeme Carmichael
    Community Moderator

    Anata

    Are you looking to return the date and time that a ticket first went to pending status?

    0
  • Anata

    HI Graeme Carmichael

    Yes exactly 

    Thanks

    Anat

    0
  • Graeme Carmichael
    Community Moderator

    Anat

    We use the Ticket Updates dataset.

    First create a custom attribute to return the timestamp when a ticket goes to pending:

    Now create a custom metric to find the time elapsed from the change to pending:

    Then use TOP/ BOTTOM result manipulation to find the oldest row based on this metric:

    ...to give:

    0

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