Hoping you can point me to some instructions to satisfy my reporting use case, as I'm not able to find anything similar in the recipe examples page.
I frequently need to generate detailed excel reports for customers that include attributes such as Ticket ID / Priority / Status / Ticket Submitter / Date ticket created / Date ticket solved. This report should detail tickets that were opened in a certain time range (say, opened in the last 3 months) in ANY state (including closed tickets), OR any ticket that is in a state of open/pending/onhold (date ticket created irrelevant).
I have been able to create a report through the interface that returns all necessary attributes for tickets created within a certain time period, but I have not been able to get this report to include the OR statement and return any ticket that is not yet closed.
I know that OR statements are not supported in the reporting interface, and a custom metric must be created. What I am struggling with is selecting multiple attributes to be reported on. So far, my metric is:
SELECT (Ticket Id, Ticket Subject, Date (Ticket Created), Date (Ticket Solved), Ticket Priority, Ticket Assignee) WHERE (Date (Ticket Created) BETWEEN THIS-90 and THIS) OR Ticket Status NOT IN (Deleted, Closed)
With this, I get an error on save "Unexpected ','. Expecting: -, /, *, +"
If I remove all of the items in SELECT, but one (just ticket id) I can save without error.
Any guidance you can give would be appreciated!