Empy Value for required field

4 Comments

  • Terje Birknes Pedersen
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    I have the exact same issue. Did you figure this one out, Jake? 

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  • Gareth
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    I have the same problem. 

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  • Terje Birknes Pedersen
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    After having seen this month after month, I now have a hypothesis about this. I believe that all "new" tickets that have not been categorized when we enter a new month, will show up in the report as "empty value". In other words, this will be the backlog of tickets that has not been looked at. 

    All tickets that has been submitted as "solved" or "open" will be part of the reporting with the correct categories.

    I believe the problem can be solved by categorizing all new tickets on the last day of the month (even though you may not have the capacity to actually answer them) and submitting them as "open". Then the reporting should be correct, and you can still answer the tickets at a later date. 

    I have not found another way to deal with this.

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  • Rachel A
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    Hey All

    Two things that can often cause the (empty value) results in reports where you have a required field are:

    A: Tickets included in the report that were solved before the required field was actually created or made required

    B: Tickets that have been closed by merging. Since merged tickets are technically never solved (they go directly to Closed), the agent is not promoted to fill in required fields before merging, which can result in the (empty value) you see in your reports! :) 

    1

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