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Anton vh
Entrou em 16 de abr. de 2021
·
Última atividade em 28 de dez. de 2023
Consultant and founder - Zendesk and other SaaS implementations - AVH Technologies - avhtech.com
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Anton vh comentou,
I am struggling with the results that keep changing as the 'UPDATE - DATE' filter is updating. The DATE_FIRST_FIX returns the earliest date of updates within the filtered range.
Usecase:
- Ticket is updated and assigned to group A in January
- Ticket is updated and assigned to another group in February
- Ticket is updated and assigned to group A in March
If my UPDATE - DATE filters are set for the period January to March the first date = January which is correct. If my date filter is set from February to March my first date becomes March. I would like to have it always return in January.
I have the following:
IF(
[Changes - Field name]="group_id"
AND [Changes - New value]="groupid_a"
AND DATE_FIRST_FIX([Update - Timestamp],[Update ticket ID],[Changes - Field name],[Changes - New value])=[Update - Timestamp]
)
THEN [Update - Timestamp]
ENDIF
Exibir comentário · Publicado 04 de fev. de 2022 · Anton vh
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Anton vh comentou,
3 Years in the making...and still no solution. You have my vote.
Exibir comentário · Publicado 29 de mar. de 2021 · Anton vh
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Anton vh comentou,
Thanks, what about SLA metrics can they be brought across, and how many tickets can be migrated at a time?
Exibir comentário · Publicado 29 de mar. de 2021 · Anton vh
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Anton vh comentou,
We are migrating our instance (merging with another instance as a separate brand) and want to keep our subdomain. Can we rename the current instance subdomain and use the current subdomain on the new instance (and brand)? If yes can it be done immediately?
Exibir comentário · Publicado 23 de mar. de 2021 · Anton vh
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Anton vh comentou,
What would be the best way to deal with the fact that the ticket ids will be different from the original data? The issue is once you import all your tickets a new ticket id will be auto-assigned so any previous communication links, integrations, or references will be broken. If the 'id' value can be provided one could maybe force the old id where it has not already been used by the destination instance and at least limit the number of changes, or should one add the old id to the new external_id field (or a new "old_id" custom field or tag) to at least make it searchable?
Exibir comentário · Publicado 16 de mar. de 2021 · Anton vh
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