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Question

Advanced Filtering on a View

  • May 23, 2017
  • 3 replies
  • 0 views
Matt40
In the standard "Your Unsolved Tickets" view. It behaves as normal... but I want to filter out tickets that are currently On-Hold AND Contains Tag: jv_box.  These tickets, still belong to the agent but are no longer their problem, unless the customer replies back.
 
So, if it contains the jv_box tag and is "less than on-hold" then it should show back up in the view
 
Basically we have another view that contains tickets with this specific tag and on-hold for an operations person to handle.
 
I cannot figure out how to make sure both conditions are met.
 
Thanks,
Matt
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3 replies

Jacob20
  • Jacob20
  • Newcomer
  • May 24, 2017

Hi Matt,

If I'm understanding you correctly this should be what you need:

Matt40
  • Matt40
  • Author
  • May 25, 2017

Here are the three scenarios:

 
if the ticket is on-hold AND has tag "jv_box", then do not display
 
but..
 
if ticket is < on-hold AND has tag "jv_box", then ok to display
 
ALSO...
 
Ok to display everything else assigned to this agent that is not solved
.
Jacob20
  • Jacob20
  • Newcomer
  • May 26, 2017

Ah, I see.

The View criteria don't have the flexibility to do exactly that.

One thing you might want to consider is have one trigger apply a new tag (let's call it jv_box_on-hold) whenever a ticket is updated with the status = on hold AND tag = jv_box.

And another trigger remove that jv_box_on-hold tag when a ticket with the jv_box tag is updated from the on-hold status (Ticket:status changed from On-hold).

Now you should be able to add only the one criteria 'Ticket: Tags Contains none of the following jv_box_on-hold' to your Your unresolved tickets view.

It's a round-about way to do a fairly simple thing, but I'll leave it to you to decide if you want to go with it. Let me know if you need more detailed instructions.

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