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Christophe Tiraboschi
已加入2021年4月14日
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的最新活动 Christophe Tiraboschi
Christophe Tiraboschi 进行了评论,
Hi folks!
Sandra de Jong,
1. You could create a calculated attribute that returns the timestamp of when the ticket was assigned to this group:
IF ([Changes - Field name]="group_id") AND ([Changes - Previous value]!=[Ticket group] AND [Changes - Previous value]!=NULL)
THEN [Update - Timestamp]
ENDIF
Then make a time difference between that timestamp and now in a calculated metric:
DATE_DIFF(NOW(),[your attribute],"nb_of_hours")
I would recommend testing the result of this metric on a couple of tickets before trusting it blindly to make sure it works as expected.
You can find more information about the DATE_DIFF functions in this article if you want to adapt it to your needs:
2. You can just use NULL to exclude or include all possible values. For instance:
IF ([Changes - Field name]="Your field")
AND ([Changes - Previous value] != NULL) AND ([Changes - New value] = NULL)
THEN VALUE(Field changes time (min))
ENDIF
Basically, we measure the time for which the ticket field did not have a NULL value. Once again, please test this metric for a couple of tickets to make sure it works according to your expectations.
Zaryab Khan, I cannot see a workaround for reporting on this during business hours. The initial metric Field changes time (min)) only uses calendar hours. We cannot even create a calculated metric as a workaround, since the functions that measure time cannot exclude specific ranges of hours:
I am sorry I could not provide better news.
Jordan Means, I think this is doable. You could create a calculated attribute using the DATE_FIRST function to capture the timestamp of the first time the status changes from Open to something else. Then, you could create a calculated metric that measures the time between the ticket creation and the timestamp returned by your attribute. Something like:
DATE_DIFF([your calculated attribute],[Ticket created - Timestamp],"nb_of_minutes")
You can find more information about the DATE_FIRST function and the DATE_DIFF functions in those articles:
I hope this helps!
查看评论 · 已于 2023年4月10日 编辑 · Christophe Tiraboschi
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Christophe Tiraboschi 进行了评论,
Groups are more of a Support concept than a Guide one, so the Guide: Team Publishing dataset is not built this way.
As a workaround, you can create an attribute to break agents into different teams of your choosing. This grouped attribute would need to be computed from the Agent name attribute.
You can find more information on how to proceed in this article:
I hope this helps!
查看评论 · 已于 2023年4月10日 发布 · Christophe Tiraboschi
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Christophe Tiraboschi 进行了评论,
Triggers cannot impact the first reply time as the messages sent this way are not considered messages from agents.
Only an agent's public reply can stop this metric. In the context of an SLA, if there is no reply but the ticket is solved, the metric is fulfilled.
The status of the ticket does not affect the way this is measured.
You can find more details on how exactly the FRT works in this article:
I hope this helps! Please let me know if you have any questions.
查看评论 · 已于 2023年4月10日 发布 · Christophe Tiraboschi
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Christophe Tiraboschi 进行了评论,
I cannot replicate this situation when I build a similar report.
It is hard to say why this happens in your case without having a look at the report and its parameters.
I'll reach out to you in a separate ticket so we can further investigate.
查看评论 · 已于 2023年4月10日 发布 · Christophe Tiraboschi
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Christophe Tiraboschi 创建了一篇文章,
问题
为什么在 Explore 中我的 默认 Support 面板 上,首次回复时间中值比完全解决时间中值高?
答案
发生此情况是因为这些报告未应用相同的日期筛选。首次回复时间 报告中值根据 工单创建 - 日期 属性进行筛选,而 完全解决时间 报告中值则根据已 解决工单 - 日期属性进行筛选。因此,这些不是这两个报告中分析的同一组工单。
例如,比如说您将面板的时间筛选设置为 "上周"。首次回复时间 中值计算上周 创建 的所有工单,而 完全解决时间 中值则计算上周已 解决 的所有工单,即使其是在上周之前创建的。这两项报告无法直接比较。
如需更多信息,请查阅文章:Explore 模式:了解面板筛选。
翻译免责声明:本文章使用自动翻译软件翻译,以便您了解基本内容。 我们已采取合理措施提供准确翻译,但不保证翻译准确性
如对翻译准确性有任何疑问,请以文章的英语版本为准。
已于 2023年1月26日 编辑 · Christophe Tiraboschi
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Christophe Tiraboschi 进行了评论,
Hi Everyone,
As a workaround, here is a piece of Javascript to order attachements by alphabetical order on the front-end of an article:
const reorder = () => {
const frag = document.createDocumentFragment();
const list = document.querySelector(".attachments");
const items = list.querySelectorAll("li");
const sortedList = [...items].sort((a, b) => {
const c = a.textContent,
d = b.textContent;
return c < d ? -1 : c > d ? 1 : 0;
});
for (const item of sortedList) {
frag.appendChild(item);
}
list.appendChild(frag);
}
reorder()
You can use this code in the script.js file of your theme, ideally just before the last closing bracket.
If you have a custom theme, please double check that the
- tag listing the attachements has still the class "attachements". You can find it in the article_page.hbs file at the line 96 in the default theme (see screenshot attached). If the name of the class was changed, you would need to adjust the third line of the snippet provided above by replacing "attachements" with the new class name.

查看评论 · 已于 2022年8月02日 编辑 · Christophe Tiraboschi
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Christophe Tiraboschi 进行了评论,
I am going to open a ticket with you so we can investigate this further.
You will receive an email shortly.
查看评论 · 已于 2022年3月02日 发布 · Christophe Tiraboschi
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Christophe Tiraboschi 进行了评论,
I will create a ticket on your behalf so we can investigate this.
Thank you for bringing this to our attention.
查看评论 · 已于 2021年12月31日 发布 · Christophe Tiraboschi
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Christophe Tiraboschi 进行了评论,
If by spend time, you mean the update handling time, I recommend the article below that can give ideas on how to use this metric. There is also a step by step guide in case this metric is not created yet in your account:
If we tweak the Example 2 of this article, we can see the number of tickets and the average handling time for this year and the previous one:

Regarding including the field
over time periods
in this query, I am not sure what works best as it depends of the very nature of the field and how you use it.Could you please share a bit more details on how this field is integrated in your workflow?
If the information you need to provide are too private to share here, feel free to open a ticket with us. The process is explained in this article:
查看评论 · 已于 2021年12月30日 发布 · Christophe Tiraboschi
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Christophe Tiraboschi 进行了评论,
This is possible.
After following the recipe of the article, you can create a Group attribute with the value of the
First Reply time brackets
attribute to get only the 0-1h value and all the other values grouped together.You can find more information about Groups in this article:
You should have something like this:

Now, when we use this attribute instead of the classic
First reply time brackets
, we have the following values:
So if you exclude the
NULL
and No replies
value, you will have the tickets with a reply time of 60 minutes or less and the ones with a reply time over 60 minutes.Then you can use the attribute
Ticket created - Date
to see this for each day. In the example below, I used a table for visualization but you can adapt this to your needs:
I hope this helps.
查看评论 · 已于 2021年12月29日 发布 · Christophe Tiraboschi
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