How to get the group info (name or id) before the ticket is assigned to another group? | Community
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How to get the group info (name or id) before the ticket is assigned to another group?

  • October 13, 2021
  • 2 replies
  • 0 views

I used below function to sort out the tickets information that what is the original group before the ticket  was assigned to another group by agents.

If [Changes - Field name]= "group_id" and [Changes - Previous value] = NULL
then [Changes - New value]
endif

 

This function cannot recognize the tickets which triggered the rules of automatic assignment.

Can you help me to change my function?

2 replies

CJ99
  • October 13, 2021

What attribute are you using to look at the results from this metric? For example, if you were using Updates, this formula would return the count of Update IDs for any ticket update, where the group changed from not set, to set, and would return the group_id that the ticket was assigned to on that update. 

You mention specifically you are trying to get the group that a ticket was assigned to, before it was assigned to another group. Let's call the groups "Tier 1" with a pretend group_id of 01 and "Tier 2" with a pretend group_id of 02. If you wanted to know every ticket where a ticket was passed from tier 1 to Tier 2, you would want to do: 
If [Changes - Field name]= "group_id" and [Changes - Previous value] = "01"
and [Changes - New value] = "02"
THEN
[Ticket ID]
endif

This would return a ticket ID for every ticket where there was an update to the ticket at some point, that changed the group from Tier 1, to Tier 2.  Is that the kind of thing you were looking for? 


  • Author
  • October 14, 2021

Actually, my question is like below

One ticket is changed to different groups automatically, I need to locate the group name which is marked with blue edge rectangle.

The difficulty is there are many groups can be assigned to by Zendesk automatically, I cannot only rely on the formula to write down all group id.