Recipe required for ticket status changes
回答済みHi,
I have a fairly simple question I'd like to convert into a query in Explore:
Per day, I want to be able to see the number of tickets that changed their ticket status. This needs to be specified into all possible status changes:
#tickets from New to New
#tickets from New to Open
#tickets from New to Pending
...
#tickets from Pending to Open
#tickets from Pending to Pending
#tickets from Pending to Hold
etc etc
I would be grateful if somebody could run me through building this in Explore
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Hi, would anyone be able to help me with this?
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Hi Niels,
Thank you for your patience whilst we got back to you.
I've had a look into this for you and based on my own testing using the "Ticket Events" dataset in my own test account. The custom metric formula you provided worked when I used lower case characters for the attribute values.
Example:
IF ([Changes - Field Name] = "status"
AND [Changes - Previous Value] = "new"
AND [Changes - New Value] = "pending")
THEN [Ticket ID]
ENDIFCould you please try this on your end and let me know the results?
Hope this helps with producing the results you were after. If you still run into any difficulties with this please let me know and I'll be glad to help!
Best regards,
Nhia Lor. -
Hi Nhia,
Thanks - this seemed to work!
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