Insights recipe: Top problem tickets by unsolved incidents Follow

Comments

11 comments

  • Avatar
    Matt Sambell

    Thanks for this!

    I've tried adding into the table, beside the problem ticket ID, the problem ticket subject (title), but to no avail. Our team would love this - to be able to know the 'top' unsolved problems from a glance.

    Is this possible?

    Thanks.

  • Avatar
    Jessie - Community Manager

    Hi Matt!

    I don't think it's possible to report on a subject. Based on your use case, I think you might actually be better off using a View to showcase your top unsolved Problems.

  • Avatar
    Matt Sambell

    Thanks Jessie. Nice suggestion. Take care.

  • Avatar
    Aswin Kannan

    We would like to see the Problems with NO incidents as well. How to make them show up in the reports?

  • Avatar
    Jessie - Community Manager

    Hi Aswin!

    Using the reports laid out above, you should be able to see all Problem tickets, and if there are no linked incidents it would just say "0" in the # Linked Incidents column. Is that not what you're seeing?

  • Avatar
    Aswin Kannan

    I'm not seeing the "0" in Linked Incidents column. Moreover, I cannot find out the channel of the Problem tickets (if I add Ticket Via in HOW, it gives the channel of the Incidents, but I need the channel of the Problems).

  • Avatar
    Jessie - Community Manager

    Do those tickets just not show up in the report at all? Or is there another value instead of "0", such as "n/a"?

  • Avatar
    Aswin Kannan

    They just don't show up at all.

  • Avatar
    Jessie - Community Manager

    Hm. I think I'm going to need to get an expert in here because I'm not sure whether it's supposed to work like that or not. Let me track somebody down for you!

  • Avatar
    Nick

    Hi Aswin,

    I'm going to pull this into a ticket to further troubleshoot as we'll want to go over some account-specific information. You'll receive an email from me shortly where we can pick up this conversation!

  • Avatar
    Edouard Madeuf

    Still looking to display the problem ticket subject in reports.

    At the current state, these are not workable.

    It requires to check the problem tickets one by one to see their subject which doesn't make sense.

     

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