How can I report on conditional ticket fields?

Question

I created conditional ticket fields on my ticket forms and want to report on combinations of conditional fields. How can I report on conditional ticket fields?

Answer

If you create multiple custom fields with conditions that are subcategory fields and include them in a report, that action might create a large unusable chart. The data spreads over many columns or rows and makes the report difficult to read.

In the example report below, Service Type is the category field, Incall Service and Remote Services are the subcategory fields.

Use a standard calculated attribute to combine multiple ticket field values into a single column. This makes it easier to analyze combinations of responses. For example, use a formula like [Category]+"-"+[Subcategory] to join two custom drop-down fields. Use the IF THEN ELSE function logic to handle more complex conditional field structures.

In the example report below, the Services Provided custom attribute is constructed using the IF THEN ELSE function to include both subcategory fields.

IF [Service Type] = "Incall" THEN [Incall Service]
ELIF [Service Type] = "Remote" THEN [Remote Services]
ENDIF

For more information, see Explore recipe: Joining attributes.