How to find all tickets < solved with no agent public comment for x days
Looking for a way to list details of all tickets <Solved that has not had a public reply from the assignee for a configurable amount of time.
Currently looking to find all tickets in which the assignee has not replied back to the requester via a public note for 30 days.
Any suggestions?
-
Hey Bill,
I believe this recipe should help point you in the right direction: Explore recipe: Displaying tickets answered within different time brackets
Let me know if you have any other questions!
-
Thanks Brett, I'll take a look.
Would I have the ability to capture tickets in the past (i.e have already been closed or replied to) that had this scenario? We are looking to see how many tickets in a particular time period in the past had this data condition.
Thanks
-
Hey Bill,
As long as the tickets haven't been deleted from your account then you should be able to report on it :)
-
Hey Brett,
I put together a custom attribute :
IF (VALUE(Requester wait time (min)) > 60*24*30)
THEN ">30 days"
ELSE " < 30 days"
ENDIFThe issue issue is it appears to take into account the sum of all of the requester wait time and not one individual wait time > 30 days..
It seems like I need some "time since" attribute but not sure. Any ideas?
サインインしてコメントを残してください。
4 コメント