Question
How do merged tickets affect one-touch ticket reporting in Explore?
Answer
One-touch tickets are defined as tickets solved or closed with fewer than two replies. Ticket merge comments are included in that calculation by default. If you're reporting on one-touch tickets, you can exclude merged tickets. To exclude them, use a standard calculated attribute in your report that excludes tickets with the closed_by_merge
tag.
For more information, see these articles:
2 comments
Saira Yaqub
We need to generate a report of tickets where the all the values of subcategories needed to be displayed under relevant category.
We managed to generate sets of subcategories and submerged the values of subcategories of the all category as one custom attribute.
The problem still occurs as the relevant subcategories does not lie in relevant category rather it displays in alphabetical order
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Salim Cheurfi
It could be a sorting issue in your report, the category should be place first before the subcategories and any other attributes in the rows or columns.
In your situation as it's a custom attribute it could be a bit more complex, it will depend in other factors and could need further settings related to sorting.
More information in our articles: Sorting results and Creating standard calculated metrics and attributes
i hope this helps
0