How can I calculate a Date first Solved for an attribute?

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5 Comentários

  • Brett Bowser
    Zendesk Community Team

    Hey Hillary,

    Apologies for the delayed response! You could probably use this formula and just substitute first resolution time in place of first reply time.

    The formula would look like the following:

    IF (VALUE(First resolution time (min))!=NULL AND VALUE(First resolution time (min))>0 )
    THEN DATE_FORMAT(DATE_FROM_TIMESTAMP(NUMBER(DATE_TO_TIMESTAMP([Ticket created - Timestamp]))+VALUE(First resolution time (min))*60),"YYYY-MM-dd HH:mm:ss")
    ELSE "-"
    ENDIF

    Hope this helps!

    0
  • Hillary Latham
    Community Moderator

    Thanks Brett.  This is working for me!.  I was on the right track...just couldn't get there.

    0
  • Brett Bowser
    Zendesk Community Team

    Happy to help Hillary!

    0
  • vinod

    Hello Brett,

    I want actual first reply datetime, so create below formula based on article 
    https://support.zendesk.com/hc/en-us/articles/360039944933-Explore-recipe-Creating-a-ticket-first-reply-date-and-time-attribute

    "IF (VALUE(First reply time (min))!=NULL AND VALUE(First reply time (min))>0)
    THEN DATE_FORMAT(DATE_FROM_TIMESTAMP(NUMBER(DATE_TO_TIMESTAMP([Ticket created - Timestamp]))+VALUE(First reply time (min))*60),"YYYY-MM-dd HH:mm:ss")
    ELSE "-"
    ENDIF"

    However, it is not working and giving blank values, please help....

    BR,

    Vinod

    0
  • Gab
    Zendesk Customer Advocate

    Hello vinod,

    I can see that someone from the team has responded to your question on another thread. He created a ticket on your behalf, too. Looking forward to your response on that ticket so that we can check on this further.

    Thanks!

    0

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