Hi Trust Payments Ltd., I did some testing, and it looks like the metrics in your screenshot should reflect any custom statuses whose category corresponds to the default statuses included in the metric’s formula. So for example, the formula for the Open tickets metric looks for the Open default status. That means that this metric will also return tickets that have a custom status with a category of Open. So in the example below, I created an “Internal escalation” custom status and mapped it to the Open category.

As a result, if I add the Open tickets metric to my report, it returns any tickets that are set to the default status of Open as well as any tickets that are set to the custom status of Internal escalation. To see the status names, you can add the Ticket custom status name attribute in the Rows panel.

Tim M, as far as custom statuses being available in the Support - Updates History dataset, I’m afraid I don’t know what the plans are for that at this time. Trust Payments Ltd., that means that the answer to your last question about reporting on ticket timings is that it’s currently not possible, as you’d need to use the Updates History dataset for that kind of reporting.

Reporting on Custom Statuses

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