How can (empty value) be a value in reports for a required ticket field?

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  • Mark van Opstal

    In such case that the ticket was solved by a business rule, is there any way to actually rename (empty values) to another term? This is so the report would display "Outbound" for example, as opposed to (empty values).
    Thanks in advance.

  • Jessie Schutz

    Hi Mark!

    You can use a trigger to do this. You can either modify the existing trigger that's solving the ticket to set that field, or you can create a new trigger to do it.

  • Lloyd Yabut

    How to create a personal view to show what ticket have empty value in certain category?

  • Brett - Community Manager

    Hey there Lloyd,

    If this is a custom drop-down field you should be able to use the (drop-down field name) > Not present condition in your view. Screenshot of an example from my test account:

    Let me know if that doesn't get you the results you're looking for.


  • Lloyd Yabut

    It Did Work. How can I add date range? Say, I only want to view March 18-22. 

  • Brett - Community Manager

    Hi Lloyd,

    Your best option here would be to use Hours since created condition to how filter which tickets are shown in this view. There isn't a way to select specific dates unfortunately :-/

  • Fredrik Mannerström

    Hi Brett,

    How do i get the Not present drop-down?

  • Heather R


    You'll get the "not present" option where it's applicable in most cases. For Ticket Status, this is never not present!


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