Finding the first agent to set the ticket to "solved" status

Hey @baha -

I think you should be able to use DATE_FIRST_FIX for this.  Something like this:

IF ([Changes - Field name] = "status" 
AND [Changes - Previous value] != "solved" 
AND [Changes - New value] = "solved" 
AND DATE_FIRST_FIX([Update - Timestamp], [Ticket ID], [Changes - Field name], [Changes - New value]) = [Update - Timestamp])
THEN [Updater name]
ENDIF

• [Changes - Field name] = "status": This checks if the change was related to the ticket's status.
• [Changes - Previous value] != "solved" and [Changes - New value] = "solved": These conditions ensure the change was from a status other than "solved" to "solved".
• DATE_FIRST_FIX(...) = [Update - Timestamp]: This part is crucial. It uses the DATE_FIRST_FIX function to determine if the current update timestamp is the first instance of the ticket status changing to "solved".
• THEN [Updater name]: If all the above conditions are met, the formula returns the name of the updater.

Hope this helps!

Brandon

Dear Baha, 

I am only a poor sales guy and I am always glad that Brandon has these great insights. :-) Nevertheless, there should be also the possibility to parse the solving agent (first one) to a ticket field or even to set a trigger. Parsing is done via knots studio (knots.io) in our Zendesk instance and you can add the agents name ( {{current_user.name}} ) via trigger to the field in ticket form.

Regards, Stephan