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Explore recipe: Measuring the number of incidents by problem



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Madison Hoffman

Zendesk Digital Resources Team

Edited Jun 21, 2024


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13 comments

Another vote for this functionality.  Any update or ETA?

4


I have followed this recipe and figured out how to display the incident subject line, but how can i display the problem ticket subject line?

Below displays the problem ticket ID, then the individual incident ticket subject lines, but i would like the problem ticket subject on column 2

 


5


Another +1 for this functionaity. Need Problem Ticket Subject and priority.

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Hi @... and @... –

If you don't mind, for visibility can you both upvote and add information on your respective use cases to this Explore product feedback thread? Problem and Incident tickets - need a way to view the subject and detail of all incident tickets against a problem ticket, or vice versa

Thanks!

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when will the attribute of "Linked problem" be added into Explore? What is the point of the attribute if you can't report on it you are forcing us to create a custom attribute for something that already exists.

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Hi Tina, answering your question here as well: I don't have an update for you on this, but I see you've added a comment (and hopefully upvoted) this product feedback thread, which is the best place to watch for updates: Problem and Incident tickets - need a way to view the subject and detail of all incident tickets against a problem ticket, or vice versa

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Is there a way to report on Problem tickets that are still open, it seems that when I report on ticket status it is based on the Incidents and not the Problem.

 

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi TINA YATES REALMT

This would be because this recipe uses the metric called "Incidents". Instead, just use the metric "Problems".

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Hi Zendesk, 

I want a dashboard with the Problem Ticket ID + the number of incidents.

I followed your tips, but the number of incidents is not correct:

For instance, the 1st line indicates 217 incidents, while there are in facts 980:

How can I get accurate data?

Thanks

 

8


I have the same issue as Julie above: the number of incidents is wildly inaccurate. Why?

2


+1 to the above, the number of incidents is inaccurate, frustrating as we need this report to manage our bug process.

2


Also pushing for this to be addressed - it completely handicaps our team if we cannot accurately report on incident counts without diving into each problem ticket individually. 

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James G

Zendesk Customer Care

Hello Tim B. / Rachel / Tim Janis, 

Sorry to hear about the discrepancy issue you are all getting. In order to check that further, I would recommend sending us a message in our widget so we can take a better look at the cause of the discrepancy. You may send us a message by following the steps here - Contacting Zendesk Customer Support

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