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Hannah12
Hannah12
Newcomer
July 11, 2023
Question

Tickets Set in Pending Status > 72 Hours Formula Help

  • July 11, 2023
  • 1 reply
  • 27 views

Hi Zendeskers,

 

I was wondering if anyone could help me build a report that returns the tickets currently set in "pending" status and have been in "pending" status for more than 72 hours (24 business hours)?

I've tried a few different formulas but i'm not confident on this. Here is my standard metric calculation:


IF ([Changes - Field name] = "status" AND [Changes - New value] = "pending" AND VALUE(Field changes time (min)) > 4320 ) THEN
    [Ticket ID]
ENDIF

    1 reply

    Alex89
    Alex89Employee
    Employee
    November 10, 2023
    Hey Hannah,

    Unfortunately you cannot do this in Explore because the pending status time will only be calculated once the ticket is no longer in pending status. I would say a better option is you can use an automation for example and use the condition of hours since status pending and then use 72 hours or 24 business hours.
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