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Report using Custom Scripts

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edited Apr 23, 2021 3:29PM in Reporting & Analytics for B2C Service 2 comments

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Hi everyone,

I have a requirement to create a report where we can display the number of incidents
that has been routed to a different queue but only when the incident is not 'solved' or 'soft closed'
at the same time.

I have a report displaying different columns like sum(if(transactions.trans_type= 17, 1)) 
(number of incidents that changed queue) 
and count(distinct if(transactions.trans_type= 6 & transactions.id1 = 2, transactions.id)) 
(number of incidents where status was set 
to something specific) and count(distinct if(transactions.trans_type= 6 & transactions.id1 = 3, transactions.id)) 
(number of incidents where status was set to a different status type than the one before).

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