Insights recipe: Reporting on multi-select fields using ticket tags Follow

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12 comments

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    Nick Maguire

    Hi,

     

    The custom metric returns the following error:-

     

  • Avatar
    Amy Dee

    Hi Nick! You can't just copy and paste in the metric editor. You need to select some elements from the picklist on the right. 

    I can see you're in the right place on your screenshot. Just double-click on "Ticket Tag" (or highlight it and choose "Add Selected" on the top right). That should make it appear purple in the metric editor.

    # Tickets also needs to be selected from that list. It's under Metrics.

    We have more information in this guide: Creating custom metrics.

    I hope this helps! Happy reporting!

  • Avatar
    Nick Maguire

    Hi Amy,

     

    This has been typed not pasted, I cant assign any elements due to the error the code has created.

  • Avatar
    Amy Dee

    Hi Nick! You should be able to click the red X on the error code to clear it. Then, remove the "Ticket Tag [Ticket Tag]" text from the metric in the editor, leave your cursor in that spot, and double-click "Ticket Tag" from the list on the right: 

    You'll need to do the same thing with # Tickets as well. When you select it from under the Metrics list, it will appear green in the metric editor. 

    I hope this helps! Happy reporting!

  • Avatar
    Martijn Snels · pluscloud.nl

    Hi Amy, how do I combine multiple metrics so I can generate a table with # Tickets, First Reply Time, Full Resolution Time, Avg. Time Spent (Time Tracker)? When I generate multiple metrics I can't combine them like normal without errors.

    "Metrics that are unavailable may lead to nonsensical results if used together with selected attribute(s) in this report. To select an unavailable metric anyway, hold Shift while clicking its name."

  • Avatar
    Amy Dee

    Hi Martijn! This particular recipe uses ticket tags. Tags are stored in their own dataset, so they only work with metrics that connect to tag data. Reply and resolution time metrics are connected to whole tickets, and time tracking metrics are connected to ticket events. That's why they don't natively work together in the same chart.

    The main issue is that there can be multiple tags on a ticket at the same time. It's not clear how any one tag is connected to, say, the ticket's resolution time. You would need to define the relationship between resolution time and individual tags in a custom metric, which gets complicated quickly.

    Generally speaking, I recommend keeping tags and tag metrics together in one report, and putting ticket metrics in a separate report. You can put the two reports side by side on a dashboard. You could also slice both reports by Ticket Id, export them to CSV, and combine the data outside Insights. 

    I hope this helps! Happy reporting!

  • Avatar
    Lindsey M

    I was able to create a report, but it only pulled in the 'your_field_label%' and not the trailing piece.  Not really sure what I am missing?

     




  • Avatar
    Amy Dee

    Hi Lindsey! I don't see any obvious issues with the metric.

    Just to confirm: do you have at least one ticket with each of these tags? Insights connects to tags through ticket data, so if the tags aren't on any tickets yet, Insights can't see them.

    If the tags aren't in use yet, try adding the tags to a ticket and waiting for the ticket to sync. If they are, try reporting on those specific tickets (# Tickets under WHAT, Ticket Id and Ticket Tag under HOW, filtered to those tickets). Do the tags show up there?

    I hope this helps! Happy reporting!

  • Avatar
    Lindsey M

    Hi Amy - not sure why but it is all showing up now! Thanks for your help!

  • Avatar
    Kate Shaw

    I'm having an issue where this recipe is pulling an error -- when I double click "Ticket Type", it only pulls in the name once instead of "Ticket Type [Ticket Type]". I tried adding it twice, and it pulls a separate error. Any ideas on what I'm doing wrong?


  • Avatar
    Amy Dee

    Hi Kate! It looks like you're trying to select an attribute. You need to look under Attribute Labels > Ticket Tag instead. When you select it, it will add the whole Ticket Tag [Ticket Tag] piece as one element.

    I hope this helps! Happy reporting!

  • Avatar
    Kate Shaw

    Thanks so much, Amy!

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