I have a custom ticket field that is required to be filled when an agent solves a ticket, but I am seeing solved tickets in my Insights reports with (empty value) as a value for that field. How is this possible when the field has to be filled in for the ticket to be solved?
When you see (empty value) as a result for a custom ticket field, this means that some of the tickets included in the report do not have a value in that field. In other words that field is blank or unfilled. A few things can result in you seeing (empty value) as a value for your required custom fields in an Insights report on solved tickets.
Tickets that were solved before the custom field was created or made required.
If a ticket has been solved before this field existed, or before it was a requirement to solve the ticket, then it won't retroactively require the field to be filled.
Tickets that were closed by merging.
As per our article on custom fields, required fields can be bypassed by merging because they are required to be filled when solving the ticket. A merged ticket is never solved, instead it goes straight to the Closed status, and therefore bypasses the requirement for the field to be filled. This is why, unless the agent manually fills in the field, you would see no value for that field for these merged tickets.
Tickets that have been solved by a business rule.
A required field must be filled out before an agent can submit a ticket as solved. However, when a business rule such as a trigger or automation runs on a ticket and changes it's status to Solved, that is a system process solving the ticket, not an agent. As such the requirement is bypassed and the field does not have to be filled out, which is why tickets closed by business rules can have no value for required fields.
To check which is the case for your report, you can filter your ticket field attribute to only show the (empty value) results, and then add Ticket ID under the HOW of your report. This will allow you to click and open the tickets which have an (empty value) as a result and see which one of the three reasons above applies to each ticket.