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Value of field substr of text in thread - if, then, else statement

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edited Nov 1, 2018 4:59PM in Reporting & Analytics for B2C Service 4 comments

Summary

Issues with definition of a column of data with some conditions in it.

Content

I have a report that was pulling data out of the thread to define a column.  That info is now in a custom field.  To make sure future reporting accounts for both things so I don't have to put two columns on the report for the same data i changed the definition. This is all working using the definition below. If the new custom field is not empty, use that, if it's empty, use the thread text.

if(incidents.c$employee_id IS NOT NULL , incidents.c$employee_id, substr(to_char(threads.note),20+instr(to_char(threads.note),'Call/Cardmember ID:'),(instr(to_char(threads.note),'Booking Number:'))-(20+instr(to_char(threads.note),'Call/Cardmember ID:'))))

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