VALUE aggregator can't be used with calculated metrics. Try another aggregator

We use VALUE to nest logic statements in calculated metrics. This lets us create and update calculated metrics by updating a single source calculated metric, instead of going through and updating multiple metrics with the needed changes.

While we can go in and update each calculated metric to fix this, this makes creating and maintaining metrics much harder.

Are there any plans to reintroduce some type of metric handling now that this limitation has been introduced?

For example:

Initial Metric (Returned to Tier 1):

IF ([Changes - Field name]="status" 
  AND ([Changes - Previous value]="pending"
    OR [Changes - Previous value]="solved")
  AND [Changes - New value] ="open"
   AND [Ticket group] = "Tier 1")  
THEN [Ticket ID]
ENDIF

Child Metric:

IF (
    VALUE(Returned Tier 1) != NULL 
    AND [Update - Week of year] > [Ticket created - Week of year]
) THEN [Ticket ID] 
ELSE NULL
ENDIF

Hi Eugene Orman thanks for the assistance on this, seems to working.

Thanks,
James

Hello Troels, 

That seem to work fine.

Thank you very much.

Hi Franck

Unfortunately, I haven't had the need to add something like this as a calculated metric.

So, it might be something like:

IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed" AND DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours") > 24 * 70) THEN
    [Ticket ID]
ENDIF

else Eugenes input might be needed.

Thank you Troels for your Uber fast answer.

Unfortunately I still have an isuue.

When trying to coount the number of backlog tickets that have more than 70 days:

IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed")

THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_minutes")*60*24*70

ENDIF

I have the same result as the total backlog tickets.

Hi Franck

In my case I had a filter in place already so I didn't need it, but you can do something like:

IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed") THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_minutes") ENDIF

Hello,Eugene Orman I belive we have a slight misandrestanding.

I need tos have the number of non closed tickets tthat have a backlog age more than XX hours/days.

So I guess there should be an argument before to pinpoint to the non closed tickets.

IF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours"))>90
THEN [Ticket ID]
ENDIF

When I use the formula you provided me with with a COUNT I have more than 30k where Is should have 3

Could you advise.

Best regards

Franck BADIN, 

The same workaround that Troels shared above will work for you. 

Before 

IF (VALUE(Unsolved tickets age (days)))>90
THEN [Ticket ID]
ENDIF

Arter

IF (DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_hours"))>90
THEN [Ticket ID]
ENDIF

Hello Eugine and Zendesk users,

I have a similar problem now counting the number of unsolved tickets based on their current age.

For example to figure out the number of tickets with more than 90 days baklog age I was using this Standard Caluclated Metric:

IF (VALUE(Unsolved tickets age (days)))>90
THEN [Ticket ID]
ENDIF

Then Count that metric in my explore report.

Now I receive the error message regaring VALUE use.

What workaround do you recommand?

Best regards

Troels Lemming Müller, the syntax you provided above is correct. Glad that you found the solution. The results should be identical to the previous version of the formula but if some of the results will feel off let me know here.