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Metric or Attribute for WIthout a Tag

  • December 26, 2018
  • 11 replies
  • 0 views
M

I have a tag that signifies whether my tickets were escalated to Jira. I want to create a dashboard that helps my team compare the relative number of tickets, length until solved, etc of tickets with and without this tag. I cannot figure out how to create this as a filter, attribute, or custom metrics. Here is what I tried for a simple count the number of tickets without this tag:

IF (NOT([Ticket Tags]="jira_escalated"))
THEN [Ticket ID]
ENDIF

But the Count is over 3x the number of tickets in my database and the D_Count is almost the same as the total tickets. 

This formula appears to work to count the tickets with the tag:

IF ([Ticket Tags] = "jira_escalated")
THEN [Ticket ID]
ENDIF

 

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    11 replies

    Joe67
    • Joe67
    • December 27, 2018

    Hi Melissa,

    Thanks for your question!

    I did some playing around and I believe I've got the formula you need:

    IF (NOTCONTAINS([Ticket Tags],"jira_escalated"))
    THEN [Ticket ID]
    ENDIF

    I was able to get this syntax to return the remainder of total tickets minus tickets that contain the tag in question.

    Hopefully that helps in your query efforts!

    M
    • Melissa22
    • Author
    • December 27, 2018

    Joe, 

    Thank you for the query. I tested it and for some reason it still isn't working. I have about 3860 total tickets, 560 tickets with the tag, and I get 3840 without the tag. I can't get the math to add up. Your formula seems to equally track with the total tickets.

    Jon46
    • Jon46
    • December 28, 2018

    Apologies for the confusion here, Melissa!

    That syntax provided by Joe looks like it should work, but currently Explore cannot filter reports by tickets that don't have a tag.

    This is a highly-requested feature, so our team is working on building this in as soon as possible.

    Let us know if we can help with anything else before then!

    M
    • Melissa22
    • Author
    • December 28, 2018

    Jon, thank you for the reply. This is a major feature we are looking for in our reports. Good to know that it wasn't me though I have spent a lot of hours trying to get this to work.

    Jon46
    • Jon46
    • December 29, 2018

    Apologies again for the trouble, and let us know if you run into any other issues as you configure things!

    A
    • ajoy
    • January 11, 2019

    Hi All!, 

    I am struggling to get a Jira ID formula built into a report. Basically, we do not use tags for escalated bug tickets, but we do use the ZenDesk built Jira integration to report them. 

    I am hoping there is a way to build a formula which will show the JIRA assigned ID's for all reported tickets. Can someone help me with this! 

     

    Thanks! 

    C
    • Chandra11
    • February 12, 2019

    We recently opened a ticket and we were told you can add a filter to exclude the tag, and it didn't work, so I'm not sure if the support team is fully informed on this functionality (or lack thereof). We have had some luck with a custom metric that counts all of the tickets WITH the tag, and then another metric that subtracts that metric from the total tickets metric. This one bombs out when we try to use it in a report covering more than 3 months, however. 


    A
    • Amber26
    • March 3, 2019

    Hi Amanda,

    I'd like to troubleshoot your issue further, so I will be opening up a ticket with you! Thanks!

    A
    • Amber26
    • March 12, 2019

    Hi Amanda,

    This article might help you find the answer to getting your Jira ID into Zendesk - https://support.zendesk.com/hc/en-us/articles/115004257108-Using-the-Jira-field-syncing-feature. Thanks! 

    C
    • Chandra11
    • July 26, 2019

    Is there any update on adding this functionality? In our case, we are trying to filter out tickets with the closed_by_merge tag. This tag is there so that we can filter it out of reports, so I'm not sure why we still aren't able to filter reports by excluding tags. It seems very basic. It was cumbersome in GoodData, but at least we were able to do it.

    Jessica73
    • Jessica73
    • August 1, 2019

    Hi Chandra,

    You're correct that you can't use a filter to exclude tagged tickets from your queries. You should however be able to use the approach listed in our Reporting with tags article. I'll summarise for you below.

    The first step is to create a metric that counts the number of tickets with a particular tag. Check out my example below:

    IF (CONTAINS([Ticket tags],"vip")) THEN [Ticket ID]
    ENDIF

    Then use a Result metric calculation to remove the value of the tagged tickets from the default tickets metric.

     

    The article is a lot more detailed if you'd like to check that out!

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