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Total of Incidents last updated by customer

Received Response
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edited Oct 23, 2018 6:45PM in Reporting & Analytics for B2C Service 2 comments

Summary

Total of Incidents last updated by customer

Content

Hello,

I'm using this formula to indicate whether a customer last updated an incident: substr(max(concat(date_format(transactions.created, 'YYYYMMDDHH24MISS'), NVL(transactions.acct_id, 'Customer'))),15). 

This formula works fine in a detail report.  What I would like to do is create a total report that includes a sum/count all of the incidents that were last updated by the customer.  Can someone advise me on the best way to do this?

Any help is appreciated.  Thank you.

PCollins

Version

Oracle Service Cloud 18C

Code Snippet

substr(max(concat(date_format(transactions.created, 'YYYYMMDDHH24MISS'), NVL(transactions.acct_id, 'Customer'))),15)

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