Recent searches
No recent searches
Organization Custom Fields for Ticket Organization instead of Requester Organization
Answered
Posted Apr 22, 2021
I'm working on creating a report in Explore to look for tickets where the custom date field on the organization's profile is not blank (NULL).
While reviewing the results of the query, I noticed the data presented was inaccurate. Upon further investigation, I discovered Explore is returning results based on the Requester's Organization and not the Ticket Organization. This is a problem for end user profiles with multiple organizations as I don't need their default organization. I need the Ticket Organization.
Anyone know if there is a way I can get Explore to display the Organization Custom Field data based on the Ticket Organization instead?
3
6
6 comments
Elaine
Hi Travis,
I think it is best if I see the report you're working on so I can better understand your concern. I will create a ticket on your behalf. Kindly wait for an email notification regarding this ticket. Cheers!
0
Arno (EMEA Partner)
Is there a solution to this issue. Is common, when serving large companies, that organization must be divided to multiple organizations, and ticket organization is more relevant than requester default organization.
In reporting vise history also changes over time, if requesters default organization changes, and in reporting tickets wander from one organization to another. (EDIT: This happens only if you use Organization custom fields in filters, as this only possible via requester organization).
Yes, this applies to situations where user's can belong to multiple organizations only.
I think I have seen another discussion about the same matter on some other thread, but could not locate it now.
I could not figure out my self, how to be able to use ticket organization custom fields in filtering reports. I assumed, this is not possible yet.
1
Travis Tubbs
I had to email into Support for assistance on this. Sadly, they stated that this "is not possible and is currently an Explore limitation as the two data are currently found from two different types of data (tickets and organizations)."
Their only recommendation was to create a custom ticket field that would be filled in automatically by a trigger. As you could imagine, this is not a viable workaround.
As mentioned, there is a feature request thread on this (not sure where), but "for now, I have news that our Product team is currently not able to address this immediately and no target date has been set if in case this feature would be added into Explore."
1
Arno (EMEA Partner)
Thanks for the information. Appreciate you sharing this. Hopefully this will be solved soon.
1
John DiGregorio
Is there any update for this? I just added 15 fields only to find out it is showing the requestors organization and not the ticket organization. Creating triggers only works when new or when the ticket is updated, which means it will also require automation. So basically 30 to 40 hours worth of configuration. This should be out of the box functionality - very disappointing
2
Joshua
Hi, I would like to request Custom Organization fields for Ticket Organization as well (not just Requester/User org). When our team members are looking at a dashboard with Ticket-related reports, they want to see information related to the "Ticket Organization". Many of our ticket requesters belong to multiple organizations and work across multiple regions, this means that their "Default" organizations can be significantly different than their Ticket Organization.
If this is on a roadmap somewhere, please let us know! I agree with @John that this sort of functionality should already be present.
2