Ticket owner has ever been X (and has been X for > 1h)

[Hawk-Steve]

Hi all, hope all's well - I have a little puzzle for you to work out today 🙂

There are some CRM pipeline setups where the ticket record owner is changed multiple times between users, as the ticket is worked on by 1 team in 1 pipeline, and then passed to another team and their pipeline for the next stage.

Reporting still works, as you can use the filter "Ticket owner has ever been X" - but this becomes a problem when false positive scenarios come around. For example, the ticket owner was set to the wrong person for a few moments, before being corrected.

The report will now show that this person was the ticket owner of a ticket they had no part in closing.

It would be great if this filter could ignore values that have not been in place long enough, but that does not exist!

Any workarounds or ideas out there? 🙂

Thanks!

Steve

Note: Creating additional hubspot user properties is not an option, this would complicate reporting with so many different types of tickets and their own processes.

[Lucila-Andimol]

Hey @Hawk-Steve 

you may filter using the property Owner assign date and the owner that was re-assign was not "x"

its a bit tricky.

I'd work on "cleaning"the assignation process to avoid mistakes and not having to adjust the reports.

Hope this helps

[trevordjones · Accepted solution]

Hi @Hawk-Steve ,

I'm curious if you could filter your report based upon whether or not there is an activity or note associated with the owner and ticket?  If the ticket owner worked the ticket at all, these items should exist.