Display Oldest Ticket
RespondidaHi,
I am trying to build a report, which shows different metrics around tickets in the on-hold status (which we escalated internally and where we are waiting for bugs to be fixed, etc.).
As part of the summary header, I am currently trying to build a query, which only shows the date of the single oldest ticket (on-hold status).
I built a query to
COUNT(Tickets)
Rows: Ticket Created - Date
Filter Ticket Status for "Hold"
From the resulting table, I only need that one date of the oldest ticket – not # of tickets, etc.
Any idea how I can narrow this down, e.g. with a custom Standard calculated metric?
Best,
Marcel
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Hi Marcel, thanks for the question.
I want to be sure I understand this fully. Based on your description I imagine that the desirable end goal would be for your report to just be a headline style date, is that correct? The date would be the date that the oldest on hold ticket, is that correct?
I apologize for the repetition here, but I do want to be sure I am looking at this properly
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Hi Dan,
thank you for your response.
I want to be sure I understand this fully. Based on your description I imagine that the desirable end goal would be for your report to just be a headline style date, is that correct? The date would be the date that the oldest on hold ticket, is that correct?
100% correct. :)
Best,
Marcel -
Hi Marcel,
I think this is going to start getting a touch account specific so I am creating a ticket for you where we can continue our conversation.
Thanks!
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I'm also trying to build something similar, but with a headline that reports the oldest ticket age (since creation) in days. Ideally clickable to display the ticket.
@... did you manage to get what you wanted done?
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Pete
Try this:
Metrics
- MED(Unsolved ticket age (days))
Rows
- Ticket Created Date
- Top Unsolved Ticket Age Minutes
Where 'Top Unsolved Ticket Age Minutes' is a custom Top\ Bottom attribute under Calculations>Attributes>Top/bottom attribute' defined as:
To create a clickable link to a ticket in Support, this is not supported in Explore out the box. Instead, you must create a custom attribute. See here for details.
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Thank you, I'll play around with that and see if I can get what I need. I wasn't aware of that top/bottom calculation option.
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