Insights attribute filters and renamed custom field values
BeantwortetWe've recently implemented a new ticket form for a new channel with new custom ticket fields, and after some initial observations about how this was working in practice, intended to add new or rename some field values for various reasons (without needing to change the tags).
Reports work fine for the most part, and custom metrics work how I'd expect, however -
there is an attribute filter on the Insights dashboard that displays both the old and new field values where they've been renamed and this will no doubt cause confusion to other report users.
When I've looked at these tickets in Zendesk, they all display the new field value like I'd expect, but is there a way to force Insights, to forget old values it's ingested to exclusively use the new ones?
I thought a workaround might be to create a completely new custom field to re-categorise these tickets, but as many of the early tickets are already closed and there isn't (AFAIK) any way to make edits to closed tickets this seems like a no go.
TL:DR - Changed custom field values to be less confusing for users and ended up confusing report users as Insights is displaying both old and new terminology in attribute filters. What to do?
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Hi Milton! When Insights syncs your data, it downloads new changes and stores them in a project cache. That keeps sync times down, since Insights doesn't have to pull the entire history of your account every time.
The downside is situations like this. Changing a field label doesn't count as a change to the ticket as a whole, so your old tickets won't re-sync on their own. That leads to reports showing old cached values alongside the new ones.
Fortunately, there are tools to fix this. GoodData can flush the project cache and download fresh data. That should get your field labels up-to-date.
If you haven't done so already, please submit a ticket to our support team. They'll be able to help you arrange a reload.
I hope this helps! Happy reporting!
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Hi Amy Dee
We came across the same issue wherein the old and new field values are being displayed in the attribute filter. Can you kindly share the tool which will enable us to flush the GoodData project cache and download the fresh data? Thanks!
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Hi Darryll! There isn't a user-facing tool for this process. We need to coordinate with GoodData to run project reloads, since it requires some extra steps on their side. I'm going to create a ticket for you to get that process started. Watch for an email shortly.
I hope this helps! Happy reporting!
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