Report to Display Date Ticket Last Updated --> only most recent update

1 Comentários

  • Graeme Carmichael
    Community Moderator

    Melissa

    In the ticket updates dataset, create a new metric to calculate the time since the last public comment by an Agent:

    IF [Comment public] = TRUE AND ( [Updater role] = "Admin" or [Updater role] = "Agent")
    THEN
    DATE_DIFF(TODAY(),[Update - Timestamp],"nb_of_seconds")
    ELSE 0
    ENDIF

    Also create a new standard attribute to show when the last public agent comment happened:

    IF [Comment public] = TRUE AND ( [Updater role] = "Admin" or [Updater role] = "Agent")
    THEN
    [Update - Timestamp]
    ELSE 0
    ENDIF

    Here I have used the timestamp, but you could return the just the date if you prefer.

    Under results manipulation, use Top/ Bottom to display the most recent timestamp.

     

    ...and the report selection will look something like this:

    0

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