3 Comentários

You could either create a custom metric for 2/3/4 if you are going to reuse them in other queries, or you might be able use result metric calculation... but I'm not entirely certain you'd be able to get what you're looking for in the result metric calculations. Both rely on formula knowledge so check these out if you haven't yet https://support.zendesk.com/hc/en-us/articles/360022367093-Formula-writing-resources

Custom Metric

Would be something along the lines of this for #2

`IF ([Live Date Field - Month] = [Ticket Solved - Month])THEN [Ticket ID]ENDIF`

For #3

`IF ([Live Date Field - Month] != [Ticket Solved - Month])THEN [Ticket ID]ENDIF`

You'll have to double check this one in your instance, sometimes != doesn't work for certain fields and you may have to do a result metric calculation - more info here https://support.zendesk.com/hc/en-us/articles/360022184374-Performing-calculations-on-manipulated-results

For #4

This ones a bit tougher, I don't think this has anything do do with Ticket Events/Updates, but you'll probably have to be distinctly counting the ticket organization, rather than the ticket itself.

Try something like this maybe?

`IF ([Live Date Field - Month] = [Ticket Solved - Month])THEN [Ticket Organization ID]ENDIF`

Not sure if the above is going to work, you might have to throw it into your query as a D_COUNT as well and not a sum.

To add a bit to this adventure, I'm now trying to use a Calculated Attribute to split out Count(Solved Tickets).

`IF DATE_EQUAL([FH Site - Live Date - Month],[Ticket solved - Month]) AND DATE_EQUAL([FH Site - Live Date - Year],[Ticket solved - Year]) THEN "Same Month"ELIF DATE_NOT_EQUAL([FH Site - Live Date - Month],[Ticket solved - Month]) AND DATE_NOT_EQUAL([FH Site - Live Date - Year],[Ticket solved - Year]) THEN "Not Same Month"ELSE "Neither"ENDIF `

Applying this as a Row, and then Ticket Solved - Year, and Ticket Solved - Month, gets me closer to what I'm looking for. But the "Neither" column shows tickets that should be in the Same Month/Not Same Month columns.

Hi Devon, thanks for the update!

You may have received a notification but I have sent you a ticket to take a closer look at the behavior of this attribute and to follow up on expected behavior. Also Ryan, thank you! That is an immense help.

Por favor, entrar para comentar.