Feature Request Summary:
The prebuilt Dashboards contain some very misleading information. Apparently, this is not considered a bug, and despite confirmation with Support that yes, the data presented is incorrect and misleading, I was told to file a feature request.
Many metrics on the built in Support dashboard do not display what they purport to display.
For example “Created Tickets” on the first tab. It’s not easy to find out, but this uses the “Default” Support ticket dataset, and can be filtered by a number of attributes above it.
You cannot use the Default set to tell your viewer how many tickets *were created* on a specific form, because the Default set uses the *current or end state* of the ticket for attributes. This is incorrectly returning how many tickets that were created during that time period are *now* on the form I selected, not how many tickets were created on the form I selected, for this time period. The same holds true for the Submitter Role, Requester Org, Channel, Brand, and Group. These all return the *Current* channel/submitter role/group, not the channel/submitter role/group at the time the ticket was created.
Using the Updates dataset would get this closer, but still would be wrong, as it would pull the same "current status" attribute if you used ticket form, and would have to use the Field Change - Ticket_form_ID, for form, for example to be accurate. This would need to be adjusted for literally every attribute filtered on the first tab.
This also means the same problem holds true for this Dashboard and the filtering attributes of Ticket Group, Ticket Channel, and Submitter Role.These return incorrect results and would need individual filters set up from the Updates dataset, to the corresponding "Field Changes - Ticket Field" for each of these values, to return the actual number of tickets created with each attribute.
Business impact of limitation or missing feature:
This is incredibly misleading and is baked into the product as a Dashboard most users can see by default. This makes it a bad source of data and leads to confusion and problems with reconciling data across various reports, as well as making it seem like reporting is possible/available in a manner that it just isn’t and shouldn’t be copied or replicated.
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