Explore recipe: Measuring the number of incidents by problem

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  • Hannah Voice
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    This is super helpful! Is there a way to pull in the Problem Ticket Subject as well as the ID?

  • Brett - Community Manager
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    Hey Hannah,

    Due to how Problem and Incident tickets are stored in Explore, there is not a way to have both the incident count and all the problem ticket details (i.e. Ticket Subject) on the same query. Any ticket attributes you add to the query will be specific to the incident tickets (rather than the actual problem ticket).

    With that said, this is listed on our future product roadmap as a future feature consideration (timeline TBD). The best recourse in the meantime is to create separate queries that handle problem ticket details and incident counts separately.

    Let me know if you have any other questions!

  • Brendan Dodgson
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    Do you have an ETA on this functionality?

    I'm trying to build a query that will highlight the biggest areas of concern for our business. It would look something like this:

    Ticket Type = Problem

    Ticket ID | Ticket Status | Subject | # of Incidents | # of Unsolved Incidents

    Keen to hear if anyone has any suggestions to achieve the above.


  • Brett - Community Manager
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    Hey Brendan,

    No ETA at this time but I've let our PM's know this is still an area of interest for our users. Thanks for taking the time to share this with us!

  • Greg W
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    Just wanted to join the folks interested in seeing the problem subject as well as the ID :)

    We're really interested in highlighting the top issues that are affecting our users. We've previously been doing it through tags, which hasn't been ideal - I think this approach as everything except for the fact you have to manually lookup the problem IDs :)

  • Devan
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    Hello Greg W,

    We appreciate the feedback! At this time, we have nothing to announce on this update request, but I'll be sure to pass this on to our product team. I would recommend sharing this in our Explore Product Feedback forums. 

    Best regards. 


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