Jeff Foss

Accurate to say you could use a similar metric to calculate days since the ticket was last updated?

DATE_DIFF(TODAY(),[Ticket updated - Date],"nb_of_days")

What I'm specifically trying to calculated is days since the ticket last received a public comment - any suggestions?

How would I calculate if something previously existed in a state. For example: how many tickets were at one point tagged with a given tag, but may not necessarily have that tag still attached to them.

I am struggling with a tag-related report. We have a homegrown process whereby the tag "action_item_request" is added (via macro) to tickets requiring special actions. Then, after the action is performed, the agent uses a different macro that strips out the first tag and adds the tag "action_item_complete." 

How do I create a report that compares how often the first tag is added vs. the second tag? In other words something that shows us how well we are keeping up with these internal action items. 

I'm picturing a simple bar chart with 2 bars in each month. One bar shows the number of times the first tag was added, the other bar shows the number of times the second tag was added.