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Ticket ID filter based on previous ticket update

  • March 18, 2021
  • 3 replies
  • 0 views
A

Hi I'm currently trying to separate tickets by its previous updates.

For example, I want to identify ticket IDs that have been updated to have a "High" priority at least once in its lifetime (the tickets' priority then is changed back to normal after some more checks and investigations).

But other than that I also want to know every single update for each ticket IDs that meet that criteria.

Filtering with "Update Ticket Priority" or "Changes - New Value" to "High" would only show the updates that have "High" priority meanwhile as I said before, I also want to show all of the updates of the said ticket IDs.

Any tips on how I could perform such filter/selection?

    3 replies

    A
    • Andre31
    • March 21, 2021

    For fetching the ticket that ever changed to "High" priority, I'd suggest creating a trigger that adds a tag "changed_to_high".

    The condition of the trigger would be simple "priority" > "changed to" > "high". This would work only for new transition though.

    A
    • Alfine
    • Author
    • March 23, 2021

    @Andre Ribeiro Queiroz

    Thank you for your suggestion.

    I had thought of that but unfortunately, we're using macros to overwrite tags occasionally and there are too many of them to change to follow this idea.

    Any other suggestions that I can work on based on the explore query?

    Chris112
    • Chris112
    • April 6, 2021

    Alfine,

    Andre is on point on this one. Using tags to flag tickets that have had a high priority is the way to accomplish this. Unfortunately I am not aware of another method of getting what you are looking for here. It may be a good idea to update these macros to not clear all tags as they are very useful in reporting and other business rules. If these need to remove a single tag then adjusting the setup to remove only that tag would be the best option going forward.

    I apologize for any inconvenience!

    Best,

    Chris H
    Technical Support Architect

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