Reporting on custom ticket fields

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7 Comments

  • Official comment
    Hannah Meier
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    Hi Dmitrijs,

    Are you reporting on new custom ticket fields? If so, you'll need to create a new Tickets dataset in order to see those new custom fields. You can create a new dataset by following these instructions.

     

    If this is not the case, please let me know, and I can help troubleshoot further.

    Thanks,

    Hannah

  • Hannah Meier
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    Hi Valerie,

     

    Thank you for your clarification. At the current stage, it is expected that custom ticket field values are displayed as tags in Explore. 

    Field values are recorded as the tags in the Support backend, that's why an additional value transformation needs to be implemented in Explore. This transformation will be developed in future, however, there is no ETA set yet. 

    1
  • Valerie Conlon
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    The question was why are tags showing vs. field values?  I am having the same issue.

    0
  • Amber Martin
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    This is needed!

    0
  • Hannah Meier
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    In the meantime, you can create a renamed set on your custom ticket field to show the values instead of the tags.

    0
  • Puntip Asi
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    Hi, I have the same issue, however I cannot access the renamed set linked article provided. Is there anyway to fix this?

    0
  • Travis Rider
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    Hello Puntip!

    Looks like the article link was updated. :) Here is a link to the article for using a renamed set.

    0

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