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Jan Schweigerer
Entrou em 16 de out. de 2021
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Última atividade em 30 de out. de 2023
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Atividade mais recente por Jan Schweigerer
Jan Schweigerer comentou,
Hi Elaine,
Thank you for your response. I've reviewed the article you mentioned. If I follow your approach, won't it filter for tickets that currently have the Pending Status
value of No
and then show the duration these tickets were under the custom field Issue Status
with the value In Investigation
?
What I'm aiming for is to determine the time all tickets (regardless of their current status) spent with both the Pending Status
value of No
and the Issue Status
value of In Investigation
simultaneously.
I would have thought I need to include both conditions in the standard calculated metric itself somehow, to account for time spent with both custom field values assigned at the same time?
Exibir comentário · Editado 30 de out. de 2023 · Jan Schweigerer
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Jan Schweigerer criou uma publicação,
I need to monitor the total duration for which all tickets had two specific custom field values simultaneously.
Specifically, I want to track how long tickets had the value `In Investigation`
in the custom field named `Issue Status`
, while also having the value `No`
in another custom field named `Pending Status`
.
How can I achieve this?
Editado 16 de out. de 2023 · Jan Schweigerer
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Jan Schweigerer comentou,
Hi Team,
I want to track the pending status time during which a ticket had the custom value "issue_status_needs_investigation" assigned.
In your reference here, you say value aggregators can only be used within calculated metrics.
If I try to use the following formula (which I adjusted from your help center article for field changes time it tells me I can't use the aggregator VALUE in calculated metrics, which is exactly the opposite of what you say here above in this article
IF ([Changes - Field name]="Issue Status")
AND ([Changes - Previous value] = "issue_status_needs_investigation")
THEN VALUE(Pending status time (min))
ENDIF
The following formula, which is derived from your article, also uses a VALUE aggregator and is accepted.
IF ([Changes - Field name]="Issue Status")
AND ([Changes - Previous value] = "issue_status_needs_investigation")
THEN VALUE(Field changes time (min))/60
ENDIF
Can you explain or ideally, tell me how I could track what I want with a formula?
Exibir comentário · Publicado 14 de jul. de 2023 · Jan Schweigerer
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Jan Schweigerer comentou,
We would also very much need this feature!
Exibir comentário · Publicado 11 de jul. de 2023 · Jan Schweigerer
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Jan Schweigerer comentou,
I'm sorry, but I can't believe this is not a standard feature available via forms.
This is such a basic use case which thousands of customers will require, and we have to build some complicated, messy workaround on our own in order to realize it.
It baffles me how expensive this tool is for the amount of features it offers.
Exibir comentário · Publicado 27 de mar. de 2023 · Jan Schweigerer
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Jan Schweigerer comentou,
Hi @...
Our situation is the same as Johan's there are practically no outliers. Every Organization should have their end users be able to see their peers tickets and comment on them.
Hence, the tediousness of setting each organization and every end-user up that way.
Can you give us an update if this is a feature that might be available in the future? If so, could you give a rough estimate?
Thanks in advance
Jan
Exibir comentário · Publicado 24 de jan. de 2022 · Jan Schweigerer
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Jan Schweigerer comentou,
We need this too, urgently!
The use case is simple - if you offer support to businesses, more often than not the people you are in contact with from the same organization also need to be aware of the communications that we have with their colleagues.
It's tedious to change the settings for every organization and user we create, and sometimes you simply forget.
I'm surprised this feature doesn't exist yet, would be awesome if you could implement it :D
Exibir comentário · Publicado 12 de jan. de 2022 · Jan Schweigerer
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Jan Schweigerer comentou,
Hi there! Love this feature so far.
Instead of linking a specific article, I'd like to link to a section though. Any advice on how I could do that?
Exibir comentário · Publicado 20 de set. de 2021 · Jan Schweigerer
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