Question
Can I exclude system updates from Explore data? These are changes made to tickets through automatic updates, rather than by users. For example, system updates can stem from a trigger or an automation.
Answer
Yes, system updates can be excluded from Explore in two ways:
- Use a filter to exclude Null roles
In your report, apply the Updater role attribute as a filter and exclude the Null attribute value. The Null updater role usually refers to system updates. By excluding this role, you will exclude system updates from your report. For more information on how to use filters, see this article: Filtering a report.
- Create a calculated metric
If you want a specific metric to include updates only from admins or agents, create a custom metric to enforce these conditions. For more information on creating custom metrics, see the article: Creating standard calculated metrics and attributes.
In your custom metric, you can include either of the conditions below:
- Condition 1, which includes only updates not made by end users or system updates (null):
IF ([Updater Role] != "End-user" AND [Updater Role] != NULL) THEN [Update ID] ENDIF
-
Condition 2, which includes only updates made by admins or agents:
IF ([Updater Role] = "Admin" OR [Updater Role] = "Agent") THEN [Update ID] ENDIF
- Condition 1, which includes only updates not made by end users or system updates (null):
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