In the past, the custom ticket field values appeared in Explore in the form of tags. On the 20th Jun 2019, we released a feature that replaced the tag values with the actual ticket field values.
What does this change look like?
Each drop-down or multi-select field value has a tag associated with it. The tag is used in the backend and API, but the value is displayed in the Support agent interface, Help Center request forms and now in Explore. To learn more about the custom ticket field configuration in Support, see Adding custom fields to your tickets and support request forms.
See below how the custom field values looked in Explore in the past:
Here how the custom field values look now:
How does this affect you?
Because the custom attribute tag values were replaced with the new set of values, some custom queries and calculations might be affected by this change.
Which queries are affected and how to fix them?
If a query that used to function correctly before the 20th of June is now returning no results and you see the No data available error message, then the query needs to be updated:
- If the query is filtered by the custom drop-down or multi-select fields, update them by deselecting the legacy values and selecting the new values.
- If you have any calculated metrics or attributes that are part of the query and are based on a custom drop-down or multi-select field, update them with the new field value version too.