How can I create a report that will show me tickets that were in a Pending Status but moved to an Open Status because the customer responded. I would like to report thi by month and count.
Pending Status to Open Status
Hi Kylene,
I am working with a trigger which is also setting a follow-up symbol in several situations. This would be definetely a way to show the change of status “pending” to "open". In addition with a tag “status_change_pending” or anything else you would be able to check via report the number of tickets and also the ticket ID as well.
Regards, Stephan
Hey Kylene,
We can create a custom metric here in the Updates History Dataset:
IF ([Changes - Field name] = "status" AND [Changes - Previous value]= “pending” AND [Changes - New value] “open”)
THEN [Ticket ID]
ENDIF
You would then use Ticket Attribute [Ticket ID] as a row or drill in.
Hope this helps!
Brandon
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