Question

Multiple conditions on tags for standard calculated metrics

Hello everyone,

I am trying to create a metrics that gives me all the ticket ID that verify both conditions:

Not include either tags "Y" and "Z" (so exclude all tickets that have both Y and Z and tickets that have Y or Z)
Includes any of the tags "A" and "B"

I have tried

IF (NOT INCLUDES_ALL([Ticket tags], "Y", "Z") 
AND INCLUDES_ANY([Ticket tags], "A", "B")) 
THEN [Ticket ID] 
ENDIF

As well as

IF (NOT INCLUDES_ANY([Ticket tags], "Y", "Z") 
AND INCLUDES_ANY([Ticket tags], "A", "B")) 
THEN [Ticket ID] 
ENDIF

In both of them I still have tickets that have either tag “Y” or tag “Z”.

The “NOT INCLUDES_ALL” has a lot more results than the “NOT INCLUDES_ANY”.

Any help appreciated since the Zendesk Bot only gives me back the NOT INCLUDES_ANY any solution however I rephrase or adjust my request.

Cheers!

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