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Reporting Problem Tickets with Number of Incidents, based on a tag in the Problem Ticket
Posted Jul 05, 2023
Hi, I'm struggling with a specific type of report I'd like to build with Explore.
I created a report where I have a list of all of our Problem Tickets, and for each of them, the number of incidents for Android users and for iOS users of our app.
Here you can see how I made it (and I hope I did it well):
- in the Metrics I added COUNT(Problems) and COUNT(Tickets);
- in the Columns I selected the custom field we put in our tickets to map users as iPhone or Android users;
- in the Rows I chose Ticket Problem ID and I excluded NULL;
- and in the Filters I added a filter for tickets created this year.
Now, I wanted to clone this report into two more granular reports: one only for Problem Tickets that contain a specific tag, and the other only for Problem Tickets that contain another tag.
I tried to create a custom metric like this:
IF (INCLUDES_ALL([Ticket tags],"name_of_the_needed_tag")) THEN [Ticket ID]
ENDIF
And to use this new custom metric in place of COUNT(Problems).
But I can't for the life of me manage to make it work. No matter what I tried, the report ignores this custom metric and keeps showing all the Problem Tickets, instead of showing only the ones with that tag. As if COUNT(Problems) was still there under the Metrics, even if I removed it and I put my custom metric.
What should I do to make it work? Any help will be very welcome!
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2 comments
David Stalker
Hi Ilaria,
Instead of creating a custom metric, have you tried creating a custom attribute?
I've had success reporting on tags this way and it would allow you to create your reports and filter by the new attribute or even to create a single report sliced by that attribute so you could show counts for both tags in a single report.
The attribute I would build would look something like this:
IF (INCLUDES_ALL([Ticket tags],"tag_1")) THEN "Tag 1"
ELIF (INCLUDES_ALL([Ticket tags],"tag_2")) THEN "Tag 2"
ELSE NULL
ENDIF
As I say, you could then use this attribute to filter your report and/or add it to rows or columns to separate your counts for “Tag 1” and “Tag 2” tickets.
Hope that's helpful.
1
Ilaria
Hi David Stalker, the suggestion to create a custom attribute was very useful, thank you!
However I'm still having issues, because if I use the new attribute to filter the report, I get the error "No data available. Check your filters and calculations".
I've double-checked and the custom attributes are correctly set.
Maybe this is an issue caused by the fact that I have two metrics there... one for tickets and one for Problem tickets. I applied those two different tags only to Problem tickets, because I wanted the report to show me only the Problem tickets that have Tag_A, or problem tickets that have Tag_B, and to also show me how many incidents are in each of them. The incidents don't have either of those two tags. I was hoping that Explore would be more user-friendly from this point of view :(
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