Metric for case details using OR

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5 コメント

  • Graeme Carmichael
    コメントアクション Permalink

    Stephanie

    Try this:

    HOW

    • Ticket ID
    • Ticket Subject
    • Date (Ticket Created)
    • Ticket Assignee
    • Ticket Priority
    • Ticket Status

    FILTER

    • USER is XXX

    WHAT

    Create a new custom metric as:

    So this will include all tickets recently created regardless of status (including deleted tickets) along with all tickets from the beginning of time that are not status closed or deleted.

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  • Stephanie M
    コメントアクション Permalink

    Hi Graeme,

    Thanks so much, this worked like a charm.

    Follow up question for you on making the Date(Ticket Created) attribute flexible.  I'd like to use this report in a dashboard for my general CSR reps to be able to generate as needed, where the created date of the ticket could be anything (ie, tickets created in the last month, 6 months, year)

    I've tried adding a date (ticket created) filter to the dashboard but in using that filter, I no longer get OR portion of the metric (that is, I only get tickets created within the defined dates, but the report doesn't include tickets opened before that date that are still open/onhold)

    Any suggestions for implementing this in to a dashboard with a flexible date?

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  • Graeme Carmichael
    コメントアクション Permalink

    Stephanie

    I believe your reps may have to compromise a little on the content of the report.

    I would split the output into two reports on one dashboard.

    • Report one will show the recent tickets and respect the dashboard filter date created filter.
    • Report two will show all tickets from the beginning of time excluding closed and deleted ignoring the date created filter.

    Alternatively:

    • Create a regular report listing tickets, and 
    • Provide a date created filter and a status filter on the dashboard

    ...but both are a little messy. Hope that helps.

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  • Stephanie M
    コメントアクション Permalink

    Thanks for the follow up Graeme, I think what I'll do is just create multiple custom metrics to encompass a few different date ranges and we'll go from there. 

    Cheers!

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  • Graeme Carmichael
    コメントアクション Permalink

    Sounds good. Hope it goes well. 

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