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Vladimir11
March 4, 2021
Question

Attribute formula specific question

  • March 4, 2021
  • 6 replies
  • 33 views

Hi Explore Experts, 

I'm trying to set up a specific attribute and I was hoping someone could help me. I need to achieve the following: 

in my query I don't want to include tickets that contain tag1, tag2, tag3. However, I want to include tickets that have both tags: tag1 and tag4 in them. So I don't want the tag1 on it's own, however, I want tickets in my query that have both tag1 and tag4 

Tried few variations but non of them works. 

Any advise how I can achieve that would be very much appreciated.

Many thanks

    6 replies

    Chris21
    Chris21
    March 4, 2021

    Hi Vladimir Petrushenka You'll want to use the INCLUDES_ALL custom metric for tags. You can find the formula here: https://support.zendesk.com/hc/en-us/articles/360022183574-Reporting-with-tags#topic_q5d_dms_jkb 

    Hope that helps!

    Vladimir11Author
    March 5, 2021

    hi @Chris Bulin 

    Thanks for this. I probably didn't explain it well. So I want to: 

    1. Exclude tickets that contain tag1 tag2 tag3 

    2.To include tickets that contain both tags: tag1 tag4 

    3. I want to include all the rest tickets 

    I've tried this: 

     IF (NOT INCLUDES_ANY([Ticket tags], "tag1", "tag2", "tag3" )) AND (INCLUDES_ALL([Ticket tags], "tag1", "tag4"))
    THEN "true" ELSE "false" ENDIF

    But this isn't working unfortunately 

     

    Chris21
    Chris21
    March 5, 2021

    Hi Vladimir. I don't think I understand why you would need both. If you exclude tickets with tags2 and 3, then what you're left with should be everything else (including tags 1 and 4). I don't think you need to explicitly say that you need to include tags 1 & 4. In the example you gave most recently tag1 is both in the exclude and include values, which is why that one won't work.

    Julie33
    Julie33Employee
    Employee
    March 5, 2021

    Hello Vladimir,

    If you want to create an attribute, I would recommend that you try this formula :

    IF (INCLUDES_ALL([Ticket tags], "tag1", "tag4")
    AND NOT(INCLUDES_ANY([Ticket tags], "tag2", "tag3")))
    THEN TRUE
    ELIF (NOT(INCLUDES_ANY([Ticket tags], "tag1", "tag2", "tag3")))
    THEN TRUE
    ELSE FALSE
    ENDIF

    So you would select TRUE to see tickets that have tag1 AND tag4, or all tickets that don’t have tag1 (on its own), tag2, or tag3

    I hope this helps!

    Vladimir11Author
    March 8, 2021

    Hi @Chris Bulin thanks for your reply. 

    Yeah, so that is the thing with the tags in our tickets, if I exclude the tag1 it will also exclude the tickets that contain tag1 AND tag4, but I want to see them in query. And the same time, i don't want to see tickets with tag1 on it's own(without tag4) 

    I appreciate it's too specific and not that straight forward. I've been trying to fix it for some time now. 

    @Julie thank you so much, I will give it a try today and will let you know if that works. 

    In the meantime, I've created 2 separate metrics. In one of them I exclude tag1 tag2 tag3 and include all the rest tickets, and in the other metric I include only tickets that have tag1 AND tag4. When I compound them into a stacked bar that gives me the data I'm looking for. However, the drawback for this set up is that I can't further slice this data for example by ticket channel, or by ticket tags. The chart looks rather messy when I'm trying to do that. 

    I'll try Julie's suggestion and will revert here. 

    Thanks again both! Much appreciate your help. 

    Vlad

    Vladimir11Author
    March 8, 2021

    @Julie - you are legend :) that formula does work! thanks so much again for your help 

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