Hello - Recently I have been trying to create a custom metrics where it will populate a Business Hours a service/incident ticket is assigned to ticket group DevOps - so far I have had no luck with support from Zendesk or any of the online resources.
IF ([Changes - Field name]="group_id") AND ([Changes - Previous value]="4xx9x2x8x8")
THEN VALUE(Field changes time (min))/60
ENDIF
Using the above formula for calendar hours, I was only able to calculate a few tickets with a non value of zero and majority of the ticket had no value to this metrics formula.
Any suggestion on how I should tackle this?