Graeme Carmichael
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Graeme Carmichael comentou,
Thanks Eugene Hopefully, this default metric can be updated.
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Graeme Carmichael comentou,
Nathan I can recreate this. The metric for Tickets_Solved in the Support Updates History dataset is defined as: IF ([Changes - Field name]="status" AND [Changes - Previous value]!="solved" ...
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Graeme Carmichael comentou,
Jingwei The easiest way would be to create separate reports for each group. Each report having the required value coded into the report. Then place each report on a dashboard so that you can see al...
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Graeme Carmichael comentou,
Greg The easiest way would be to use the Updates History dataset. Metrics DCOUNT(Tickets updated) Rows Ticket ID Update Date Update ticket assignee Assignee name Filter Changes Field Name = as...
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Graeme Carmichael comentou,
Pam Unfortunately, I do not believe that is possible. Zendesk tracks business hours metrics at ticket level, not at the assignee level. So it is not possible to drill to that level of detail.
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Graeme Carmichael comentou,
Jack How about using brackets. It works for me without them, but try… IF ( [Changes - Field name] = "Number of Active engineers" )THEN [Ticket ID] ENDIF
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Graeme Carmichael comentou,
Sorry, Jack. I am at a bit of a loss. At least you know the problem is with the condition on the custom field and nothing else. You may have to reach out to Zendesk using the support chat.
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Graeme Carmichael comentou,
Jack So it looks like the DATE_DIFF condition is working as the DATE DIFF attribute is returning the expected results. Try adding a further new attribute to check we are finding the custom field. I...
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Graeme Carmichael comentou,
Jack Lets try adding the [Changes- Field Name] and [Update - Timestamp] to the body of our report. It may also be worth creating a new attribute for the DATEDIFF(...) formula and adding that too. T...
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Graeme Carmichael comentou,
Jack Ticket and Users can have multiple tags. It is likely that your output is reflecting that. To filter by a tag, you need to create a custom attribute to check if the tag is included. So you can...