We are trying to create a metric to ensure our agents are checking tickets daily, weekly, etc. I've got the basics. I can pull in tickets that have not been updated within a set time limit fine in both the tickets and tickets and update history datasets. However, there's a complication. We have a program that automatically opens/closes tickets and will post a generic message to that ticket on a set period (8 hours). I need to find a way to exclude these updates from the calculations. That software is controlled by another department and may not turn that feature off if it is being used by them for something else.
For example:
Ticket opens automatically by monitoring software, agent A takes ticket and posts the first response, the monitoring software will post an update to the ticket every 8 hours from when it was opened until the ticket is resolved. Agent A responds 2 hours later after ticket was opened, monitoring software posts another internal update 6 hours after the agent did. In my report I need to be able to ignore the automated responses (always come from the same "agent") and only pull the ticket update time from the agent's reply after 2 hours.
Right now, the report can pull in any ticket that hasn't been updated within a set period, but since that program posts internal notes every 8 hours, all our automated tickets (which is most tickets) are being excluded from the report.
I've been using the date_diff function with today() and [ticket updated - date] but because the automated program is posting internal notes, those automated tickets are excluded from the get-go.
In the updates history dataset I found an "updater name" field, but it seems to be treated like tags and if I exclude that name as an attribute filter, the ticket still remains if it matches the rest of the metrics. I've also tried adding "[Updater Name] != "some name" and it doesn't affect the report at all.
I think the simplest way to explain it is I need to check how long ago the assigned agent posted an update, public or private, regardless of any other replies to the ticket
p.s. I apologize if this is the wrong topic, seemed to be the best choice.