Hi Everyone, has anyone been able to create a filter, or a query to find tickets that were previously assigned to an agent, that are not assigned to that agent?
assignee was: A ; assignee is not: A
Thanks,
Question
Ticket "Assignee WAS" Assigned filter
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Hi
I can get you part of the way there using the Ticket Updates Dataset.
In this case, we're looking for tickets that match the filter criteria of being updated during a specific time frame where the assignee name is excluded from the agent in question.
Our metric is COUNT(Assignee Reassignements). This is where it gets tricky.
As an attribute, we can select "Changes - previous value" which returns the ID of the previous assignee. So, if you knew the user ID (visible in the URL of the agent's profile), you could presumably filter this attribute to look specifically for "Include where the ID of the previous assignee is X." From there, you could also add in who the current assignee is (by name or by ID, I've visualized ID here for consistency).
Hope this helps!
Brandon Tidd
729 Solutions
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