Explore recipe: Reporting on nested drop-down fields

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11 Comments

  • Fabio Strasser

    Hi Rob,

    worked great for me regarding dropdown fields, thanks!

    How about multi-select fields though? It's the same thing so I thought it would work the same way. But unfortunately it doesn't work for me...

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  • Rob Stack
    Zendesk Documentation Team

    Hi Fabio, I don't think this recipe would work with a multi-select field, but you should get some starting points to set up reports for multi-select fields at https://support.zendesk.com/hc/en-us/articles/360022182014-Reporting-with-custom-fields - Hope this helps!

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  • Andrei Kamarouski

    Hi Rob, 
    Could you provide any details on reporting for Multi-select fields in Explore. Thre is nothing specific in the article you referred to earlier. Just general statement:

    > Reporting on this field type is more complex than reporting for a drop-down field.

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  • Kevin Gervais

    Hi Rob,

     

    I used the steps listed in the article on my production site and get only a top level number for the total tickets returned.  However, when I use the same steps in my sandbox, I see the expected breakdown of tickets by top level value.  Any thoughts on what I could be doing wrong?

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Kevin Gervais,

    I went ahead and created a ticket for you, so one of our experts can look into this potential issue more in-depth. You should get a response shortly on the progress of this matter.

    Best regards.  

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  • Jaïs Pingouroux

    Followed the tutorial, and it's not working for me, I have various errors running the query.

    Ticket created: https://support.zendesk.com/hc/en-us/requests/5462838

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Jais, 

    Would you prefer that we try to respond to you here or to handle this issue in your ticket? 

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  • Jaïs Pingouroux

    Hi Nicole S. - Community Manager

    Considering I still didn't get an answer from support@ yes we can talk it over here.

    I have a custom nested dropdown field called Functional Component.
    Here's my first calculated metrics:
    IF (CONTAINS([Functional Component],"::")) THEN LEFTPART([Functional Component],FIND([Functional Component],"::",0)) ELSE [Functional Component] ENDIF
     
    If I run the query (screenshot below), I have an error message "This query failed to be executed. (Error code: 70565ca7)"
     
    If I try to go further with the tutorial, I create a "Functional Component Level 2 Prep" calculated metrics with this formula: IF (CONTAINS([Functional Component],"::")) THEN SUBSTR([Functional Component],FIND([Functional Component],"::",0)+2,LENGTH([Functional Component])) ELSE "Other" ENDIF
    Then another metric "Function Component Level Two": IF (CONTAINS([Functional Component Level 2 Prep],"::")) THEN LEFTPART([Functional Component Level 2 Prep], FIND([Functional Component Level 2 Prep],"::",0) ) ELSE [Functional Component Level 2 Prep] ENDIF
    If I try to run this query, I have another error: "The set of calculations Calculated member named 'SUM(functioncomponentleveltwo-63ed633178)' references 'Functional Component Level 2 Prep' which is unknown as attribute. isn’t valid. Adjust the calculation and try again. (Error code: 514de5e3)"
     
    Can you please help?
     
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  • Brett - Community Manager
    Zendesk Community Team

    Hi Jaïs,

    It looks like you're creating this as a metric and not an attribute which is causing the error. Can you try creating as an attribute instead to see if that resolves the issue?

    Let me know!

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  • Jaïs Pingouroux

    Indeed Brett - Community Manager I was working with calculated metrics instead of calculated attributes.

    Thanks for correcting my mistake and for your answer.

     

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  • Brett - Community Manager
    Zendesk Community Team

    Happy to help Jaïs!

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