Currently I have a custom drop-down field called "Issue Type", but because we frequently get tickets that have to do with multiple issues, I want my staff to be able to use a multi-select field.
The issue is how to make this change and have low-impact on building queries for reports. Let's say I make the change to using a new multi-select field on 2/1/22. I will still need to run a historical report that includes issue type data before 2/1/22 to show tickets pertaining to issue types.
I'm wondering if anyone has any options or tips on how best to do that.
Here are some ideas I had:
Reporting wouldn't be impacted at all if I could convert the drop-down field to multi-select. I haven't found anything on this, but wanted to check. Is that possible?
If converting isn't possible, I thought of a couple things that might work.
One solution might be to leave the old field, rename it, hide it from agents, and update any macros that use that field so the reporting is easier for others besides myself.
Another solution I was pondering is whether it's possible to create a custom attribute/metric that includes all of the retired field's tags into something like "Issue Type Pre-020122" to make it easier for others to add to the query along with the current Issue Type field.
Hopefully that makes sense. I'll do my best to clarify if not. :)
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