Question

Why are my numeric ticket fields doubling or showing higher values than they should in my Explore report?

Answer

If you build a report using the Updates history dataset and the SUM metric is applied, this can count the same ticket value more than once. Use the Tickets dataset instead for this type of report.

For more information, see these articles:

  • Working with datasets
  • Reporting with custom fields
  • My numeric and decimal custom ticket fields are missing in Explore
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