Síntomas del problema
Faltan los campos de ticket personalizados numéricos y decimales en los informes.
Pasos de resolución
Los datos para estos tipos de campos se rellenarán bajo Métricas dentro de un informe. Estos tipos de campo de ticket personalizados almacenan valores numéricos que se calculan de manera similar a las métricas del sistema.
Si desea ver una lista completa de los tipos de campos personalizados y su tipo de objeto en Explore, consulte este artículo: Informes con campos personalizados.
Como alternativa, para convertir estos tipos de campo en atributos, siga esta receta: Receta de Explore: Convertir entre métricas y atributos.
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7 comentarios
Noelle Cheng
This doesn't make sense why it's a metric, it should be a value you can select to add to rows or columns. The metric doesn't give me the ACTUAL decimal value.
0
Kevin Adkins
I wish I could up vote Fergal Collins post above more than just once.
It seems to be a common theme with Zendesk, is that they paint themselves into a corner with their data model.
Even if it needs to stay in the Explore as Metrics, then I would think an option in the metric to just display the value would work but I'm sure if it was that easy they would have done it.
2
Fergal Collins
This is so awkward, it should just be a standard column for listing. If people want calculations then they can use metrics.
3
Dave Dyson
Yes, but it takes an extra step. Numeric fields show up in Explore as Metrics, which normally you could use to calculate sums, averages, etc., but not to slice queries by (see Reporting with custom fields to see how custom fields are brought into Explore). However, you create a Standard Calculated Attribute using the instructions here: Creating standard calculated metrics and attributes, and simply using the VALUE function for your account ID field. So if your field is called Account ID, the formula you'd enter would just be VALUE(Account ID).
Once you've created the standard calculated attribute (give it a name, like Account ID Value, it will show up in the Calculated attributes folder in places like Filters, Rows, and Columns. So for your example, where you want to see a list of tickets where the Assignee is Agent A, and the Account ID is 12345, you'd create a query with Count (tickets) as the Metric, add Ticket ID to Rows so you get a list of tickets, then under Filters, filter on Assignee > Assignee name for Agent A, and Calculated attributes > Account ID Value (or whatever you decide to call it) for the value 12345. Then you'll probably want to add Drill-in on Ticket ID so you can click through on the Ticket ID shown in the query output so it opens the ticket in Support (here's how to do that: Using drill in to refine your queries).
With all that done, the result should be a list of ticket IDs of tickets assigned to Agent A for company 12345, where you can click each ticket ID and be taken to the ticket in Support. Hope that helps!
0
Chris Wisialowski
So, just to be clear, if we use the numeric field to identify account numbers, then i want to pull a report that shows, Agent A tickets for account number 12345 and see a nice view of all tickets on that account , i cant?
1
Dave Dyson
Glad to hear it, Samuel!
0
Sam Donovan
Literally came here experiencing what I thought was an issue. Article told me it's in "metrics" and not Rows, and I found my decimal custom field. Thank you Zendesk!
0
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