D.Fitz

Problem Category:

 New Dashboard Builder features

Problem Description: 

We've tried to replicate our dashboards on the new Dashboard Builder, but we're coming up against one specific blocker that is preventing us from making the change - the inability to exclude reports from dashboard data restrictions. 

In our specific use case, we have a unique dashboard for every agent. At the moment, every agent has a dashboard which is filtered with hidden filters and bookmarks. This functionality has ostensibly been replaced with data restrictions. 

However, by mixing attributes on a dashboard, data restrictions are resulting in blank reports. Specifically, if we have a ‘Solved Tickets' report filtered by ‘Updater’ and a ‘CSAT’ report filtered by ‘Assignee’, the data restrictions will warp the data in both of these reports.

This seems like an enormous oversight and is a blocker for us when looking at migrating to the new dashboard builder. 

We either need to exclude data restrictions from individual reports or, at the very least, the ability to hide filters as in the current setup. 

Severity: (Please choose one of the following options)

Critical: Critical business function is impacted, immediate attention required.

- Excluding Reports from Restrictions: We suggest using filtered views to ensure that reports can be excluded from filters as needed while setting a customized view of the dashboard.

I'm not sure how many times I've shared this feedback but Filtered Views are NOT a viable replacement for the current filter functionality. It's now no longer possible to have two reports filtered by two different attributes (e.g. Update Ticket Assignee and Updater) on the same dashboard. 

I've shared this shortcoming with tens of people over the past year and not a single person has come up with a viable solution. 

Walter Bellante I'll say it again - filtered views and Dashboard restrictions are not functional replacement for Hidden filters. 
We need the option to exclude reports from dashboard restrictions.  

Is this functionality not yet possible? We've tried using the API but this doesn't seem to apply for agent-created tickets

I've shared this elsewhere but the dealbreaker for us is the lack of flexibility when restricting reports across attributes.
For instance, two of our main KPIs are 'tickets updated' and 'CSAT'.
Every agent currently has their own dashboard with reports showing these metrics.
'Tickets Updated' is filtered by 'Updater', but CSAT needs to be filtered by 'Update Ticket Assignee' (as the 'Updater' for CSAT is the End User).
We can apply both filters and simply exclude each report from the other filter (i.e. exclude CSAT from the Updater filter)
Currently we can apply filters, bookmark them and hide them.
With the new set up we can't do this.
As we're unable to exclude Reports from Dashboard Restrictions, we have the choice of either filtering both reports by the dashboard restrictions (which simply wouldn't work, as the Update Ticket Assignee is going to be completely different from the Updater), or leaving the filters there on the dashboard, meaning that agents can then access each other's metrics.
Do you understand the gap in functionality there? Are there any plans to address this?

Walter Bellante without the ability to exclude reports from individual data restrictions, it's not possible for numerous reports to exist together. For instance, if we have CSAT (filtered by Update Ticket Assignee) and Tickets Solved (Filtered by Updater) on the same dashboard, the restrictions will apply to both and distort both reports. 

I've raised this with the support team who have admitted that this is an enormous oversight but that there's nothing to be done apart from posting on these forums. 

For us, this is an absolute dealbreaker and a huge step backwards in terms of usability. 

We've tried to replicate our dashboards on the new Dashboard Builder, but we're coming up against one specific blocker that is preventing us from making the change - the inability to exclude reports from dashboard data restrictions. 

In our specific use case, we have a unique dashboard for every agent. At the moment, every agent has a dashboard which is filtered with hidden filters and bookmarks. This functionality has ostensibly been replaced with data restrictions. 

However, by mixing attributes on a dashboard, data restrictions are resulting in blank reports. Specifically, if we have a ‘Solved Tickets' report filtered by ‘Updater’ and a ‘CSAT’ report filtered by ‘Assignee’, the data restrictions will warp the data in both of these reports. 

This seems like an enormous oversight and is a blocker for us when looking at migrating to the new dashboard builder. 

We either need to exclude data restrictions from individual reports or, at the very least, the ability to hide filters as in the current setup. 

Any plans to enable the use use of OIDC to authenticate users in messaging?

We handle tickets in a handful of languages. If we get two Incident tickets, one German and one French, linked to one Problem ticket and then solve the Problem ticket, is there any way to have the response localized? Or would we just need to create some dynamic content and use a placeholder?

Walter Bellante I didn't know that filters didn't allow users to go beyond the scope of dashboard restrictions, that is interesting. 
I still don't think that addresses the conflicting dashboard restrictions issue - if I have two conflicting filters I can simply exclude a report from a filter. If I have two conflicting dashboard restrictions then both restrictions will apply to all reports.