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Is there a way to create a ticket view to see tickets with two specific tags? Currently if I select two tags in the filter, it acts as tag x OR tag y instead of tag x AND tag y like I’m wanting.

 

My use case is that we have a tag that tracks what warranty vendor a Chromebook is sent to and another tag that tracks if we had to send it to them more than once. I’d like to make a view to see all tickets where we had to send a device for repair more than once from a specific vendor.

 

I did notice that making a view using the overarching “this was sent more than once” tag, than using the filter feature for the vendor tag will do what I’m wanting, but it isn’t optimal.

Good Morning ​@DHenry ! Happy to help. Just to confirm | are you wanting to run a custom view to report on two separate tags at one time? or using a filter to do so?

Please let me know. Thank you! 


@DHenry You could potentially create a third tag to trigger on tickets when both tags have been added. You would use a rule to update the ticket to add the third tag when the other two tags are on the ticket. Then you could create a custom view filtered for the third tag. 


@DHenry You have 2 great replies on this thread. Could you elaborate more of what you are trying to accomplish here? 


Good morning!

Sorry for the super late reply, this entirely slipped my mind! 🙃

We’re wanting views that show us tickets where we’ve had to send a device to one of our RMA vendors more than once (aka they didn’t fix it correctly the first time). We currently tag tickets with a tag for the RMA vendor and then add another tag when we have to send it in a second time.

Essentially, I’d like a view that’ll show me tickets with both tags assigned to them.

 

I do think ​@RSmith_iiQ’s idea would work, but would I be able to apply those new tags to tickets that are already resolved so we can get the historical data too?


@DHenry You can create a custom view filtered for resolved tickets that have the initial two tags, then apply the third tag using Bulk Actions.