Excluding Merged Tickets from One-Touch Reports
How can I exclude merged tickets from one-touch ticket reports?
To exclude merged tickets from one-touch ticket reports, you need to use a standard calculated attribute in your report. This attribute should filter out tickets that have the 'closedbymerge' tag, ensuring that merge comments do not inflate the reply count and affect the one-touch status.
This approach helps maintain the accuracy of your one-touch ticket metrics by excluding tickets that were closed due to a merge rather than a direct resolution.
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