Bob Gaul

Hi,

I am trying to report on Skipped Tickets / Tickets sent back to queue by agents, doing so with a calculated attribute to show where an agent has changed the Assignee ID from their own to 0.

[Changes - Field name] = "Assignee ID"
AND [Changes - Previous value] = [Updater ID]
AND [Changes - New value] = 0

I receive the following error message:

The calculated attribute "unassignedbyagent-7503211c98" references "Changes" which is as an unknown attribute. Adjust the calculation and try again. (Error code: 7f666e2e).

Is there a way of calculating this?

Many thanks,

Bob

Thank you so much Erin O'Callaghan! I've no idea why I didn't think of that myself...

Hi,

I am trying to add a column to a query to indicate whether an agent is an internal or external resource. This is defined by the assignee email address.

The following formula is showing an error message when trying to add this attribute:

IF (CONTAINS([Assignee email]]),"@example.com"))

THEN "External"

ELSE "Internal"

ENDIF

What can I do to correct this?