Bug with "Updater Role" attribute
In Insights, I have a # Public Comments report that has a filter for "Updater Role = Agent".
It returns data for users who were an Agent at the time of their public comment, even if they are no longer an Agent.
In Explore, it does not return data if the user is no longer an Agent. It seems to be checking the user's current role, not the role at the time of update.
This is discussed in a feedback post here: https://support.zendesk.com/hc/en-us/community/posts/360047306853-Explore-Reports-Issue-Updater-Role-Doesn-t-Work-Historically
Hoping someone from product can confirm this is a bug?
Thanks!
Stephen
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Hey Stephen -
Apologies for the delay in responding on this; the PM we need to speak to has been on extended PTO. We will circle back as soon as we can get hold of him.
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@..., thank you for the feedback. Apologies for the belated reply.
The updater role attribute indeed looks at the current state of the updater's user profile. We will not be changing the behaviour of this attribute but will introduce ability to report on comment user type as part of another attribute.
I suggest voting for this feature request here - https://support.zendesk.com/hc/en-us/community/posts/360047306853-Explore-Reports-Issue-Updater-Role-Doesn-t-Work-Historically -
@... has the ability to report on comment user type been introduced yet?
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Hi Laurie,
There is not a firm timeline yet on when the attribute that Eugene mentioned would be introduced.
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