Explore recipe: Top problem tickets by unsolved incidents

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7 Comments

  • Travis Tubbs
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    This is exactly the recipe we were needing!

    One thing I'm trying to figure out is how to display the Problem Ticket Subject. While a Problem ID is nice, it doesn't exactly explain what the actual Problem is. :)

    Adding "Ticket Subject" to the Rows only displays the Subject of the Incident tickets.

    Any suggestions or ideas from anyone on how to make this possible?

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  • Molly
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    Hiya Travis!

    Glad you like the recipe so far :) I did some testing on this and talked to our team. Unfortunately we weren't able to come up with a good solution for this as any attributes added will automatically reference the metrics, in this case the Incident tickets.

    With that said, our team is going to put this in as a feature request. I can't make any promises, but hopefully we can find a solution for you. We'll post any progress here.

    Keep the questions coming!

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  • Theodore Wolf
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    +1 Travis,

    It would be fantastic to see the subject field.

    0
  • Francesco Mantovani
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    The "% Unsolved incidents" is not working, not sure why. 

    I'm using "Product affected" (basically is a list of product we use) instead of "Ticket problem ID" but his shouldn't metter

     

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  • Brett - Community Manager
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    Hey Francesco,

    I'm going to bring this into a ticket so our Customer Advocacy team can dig into this further. They'll most likely need to take a look at the specific report in question to determine the cause of this issue.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Kelly Johnson
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    This is great! I would like to show the subject line of the problem in my report but when i pull in Ticket Subject it brings the subject lines from the incidents.  Is there a way to bring the problem subject line in?

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  • Brett - Community Manager
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    Hey Kelly,

    This can't be accomplished directly, however, from an incident ticket you can pull the [ticket problem id] and could potentially make a clickable link from that using this approach Explore Recipe: Configuring clickable links to tickets

    Hope this helps!

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