Why does 'deleted' tag appear in drop-down menu of Ticket Field?

4 Comments

  • Hillary Latham
    Community Moderator

    Hey Hannelore, can you help me understand how this is impacting your query writing?  I get that there is an option in the list, but does it return results?  If you exclude it, can you get the results you are looking for if you don't need this tag option?

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  • Hannelore From MobieTrain

    Hi Hillary,

     

    Thanks for reaching out!

    To answer your questions:

    - It does not affect my query writing because I can just exclude them when creating queries.

    - the option 'Permanently Deleted' does not return any results

    - the issue I am having is that I added this ticket field as filter to a dashboard that other business users are using as well. I cannot visually exclude the 'Permanently Deleted' option from the drop-down list and it confuses business users why it is there as no results are returned. So I am wondering where it comes from & how I can (visually) delete it from the drop-down list.

    Thanks in advance.

     

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  • Hillary Latham
    Community Moderator

    Hannelore From MobieTrain, I've solved this problem with an attribute group.  You can basically take any attribute and pair down the list.  Then use that custom group as the attribute in your reports rather than the standard one.  It's useful in doing what you are after, limiting what your users can choose in a dashboard, but it's also terribly useful for longer lists that you constantly filter down to the same values.  

    Check out this article: https://support.zendesk.com/hc/en-us/articles/360022184334-Organizing-values-by-groups-and-sets

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  • Hannelore From MobieTrain

    Thank you for helping out, it solved the issue I had :)

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