My custom ticket field attribute is not returning any results

Issue symptoms

I created a custom attribute for a custom ticket field, and the attribute is not returning the expected field values. Default reporting on the custom ticket field returns a value. Why is that? 

Resolution steps

This issue occurs when there are multiple custom fields with the same name. Creating custom attributes based on a ticket field refers to the name of the field, not the ID. This is why the formula does not perform as expected.

To fix this, rename the ticket field. The entire field name must be updated completely to not confuse the formula builder. 

For more information, see this article: Explore recipe: Reporting on custom ticket fields.