Report in Insights don´t except the exclusion of a Ticket Tag

3 Comments

  • Brett - Community Manager
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    Hey Marleen,

    Hopefully one of our awesome community members can jump in and offer you some guidance.

    In the meantime, I would recommend taking a look at our Insights tag reporting: Reporting on tickets with one or more tags article which will walk you through step by step on how to create a metric that will only include tickets with a certain tag.

    When creating your metric you'll want to use <> instead of = since you want to exclude tickets that contain that your specified tag.

    I hope the above helps!

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  • Amy Dee
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    Hi Marleen! Ticket tags are unique in the data model, because one ticket may have any number of tags at the same time. You'll need to take extra steps to use them in reports.

    Almost all tickets have at least one tag record that is not the tag you're looking for, so "ticket tag isn't" or Ticket Tag <> tag filters almost never work. That's why your report is ignoring the tag filter right now.

    Instead, you need to create a metric that counts tickets that do have the tag, then build a filter to find tickets that are not counted in that metric. The article Brett linked above gives a lot of background and detail for tag reporting. There's also a quick guide for the same recipe here: Reporting on ticket tags

    I hope this helps! Happy reporting!

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  • Marleen
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    Thank you for your quick replies. I will try it like that :-)

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