Hi,
I need to create a report showing when a ticket has changed a value in a custom field from any other value to a specific value.
I.e Ticket 12345678
Enquiry status = Sales enquiry or Lost contact
The value then changes to
Enquiry status = Sales active
I need to build a report that shows for the last 14 days how many tickets moved to 'Sales active' from any other value.
The team want to know I.e:
Monday: 25 tickets moved to Sales active
Tuesday: 26
Wednesday: 30
Etc...
I've tried several ways to do it and I can't seem to figure it out
Thank you very much in advance for any help given
Explore - Number of tickets per day from a field value
Hi Dave,
Thank you for the reply.
The ticket is created into an earlier team that might go through 5 different values for the enquiry status before its moved to this team.
But this team might take weeks to resolve the issue before it is moved to the next team. The tickets are used like a workflow and are not separated for each group.
The team want to know how many tickets got moved to their group per day. Creation wouldn't be useful for this use case, any ideas?
Thank you
Hi Glen,
You can try creating a metric that looks at the Ticket field changes attributes. Example, if you need to count the instances where the value on "Your custom field" was changed to "Sales active":
You can try creating a metric that looks at the Ticket field changes attributes. Example, if you need to count the instances where the value on "Your custom field" was changed to "Sales active":
IF [Changes - Field name]="Your custom field" AND [Changes - New value]="Sales active" THEN [Update ID] ENDIFLogin to the community
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I think recipe should get you started: Calculating duration of time for custom ticket fields. I think you might want to record the ticket creation date instead of the time the field was updated in the THEN statement.