Creating Custom Attribute for Assignee Name | The place for Zendesk users to come together and share
Skip to main content
Chip11
Chip11
November 1, 2022
Question

Creating Custom Attribute for Assignee Name

  • November 1, 2022
  • 3 replies
  • 40 views

I'm trying to create a report that separates tickets solved into two rows: Assignee Name equals Null, and Assignee Name does not equal Null. I have a report with the metric set to 'Count(Tickets)' and the columns counting 'Ticket Solved - Week of Year (filtered to only 2022)'. I created a custom attribute that I figured should give me the two results I'm looking for. It reads:

IF ([Assignee name]="Null") THEN "True" ELSE "False" ENDIF

When I use this attribute in my columns, I can select the two options - which are Null and False - but the result is just a single bar counting every solved ticket for the given week, instead of two bars, one for Null and one for False. Can anyone point me to what I'm doing wrong here?

    3 replies

    ZZ59
    ZZ59
    November 2, 2022

    Charles

    Create 2 custom metrics:

    Blank is  Assignee

    • IF ([Assignee name]=Null) THEN [Ticket ID] ENDIF

    Assignee is Not Blank

    • IF ([Assignee name]!=Null) THEN [Ticket ID] ENDIF

     

    Note that you do not place the null value in quotes.

    Now you can use them in your report:

     

    Alex89
    Alex89Employee
    Employee
    November 2, 2022
    Hey Charles,
     
    You'll want to get rid of the parentheses around Null, this implies it is looking for a specific field value called null rather than just seeing if it is empty. So it should look like the following:
     

     
    Let me know if you have any further questions.
     
    Best regards,
    Chip11
    Chip11Author
    November 3, 2022

    Thank you! That worked, and I appreciate the explanation.

    Terms & ConditionsAccessibility statement