An agent left a comment on a ticket and then reassigned the ticket to a new group. Why is my report incorrectly reporting that the new group was the one that made the update to the ticket?
Creating a report using the attributes Ticket group and Update ticket group displays results from the group that was assigned the ticket, instead of the original group that made the update. You can report on the original group that made the update using a custom metric.
For example, follow the workflow of a ticket being updated and reassigned:
- A ticket is assigned to group A.
- An agent in group A makes a comment on the ticket and within the same update assigns the ticket to group B.
- When reporting on this workflow, the update will be associated with group B. This is because the attributes, Ticket group, and Update ticket group, will be associated with group B because group B was assigned the ticket and therefore associated with the update.
However, when you report on the update in this workflow, you might want that ticket comment to be reported as an update from group A, not group B.
For this solution, create a custom metric. The custom metric includes the Updates history attributes, Changes - Field name, Changes - New value, and Change - Previous value.
For more information, see the formula in this recipe: Explore recipe: Tracking ticket assigns across groups.
This is not a good solution -- does this only impact groups, or does this also impact when agents are transferred tickets?
If the ticket updater attribute logic isn't working correctly, why not fix it (or remove it altogether)? I suspect this has ramifications across other attributes like update channel vs ticket channel too...
Do you have an Explore Report where you are seeing an issue regarding ticket groups? If yes, I would suggest that you initiate a conversation with us so one of our Experts will be able to check it for you
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