Explore Queries can only filter on values that occur in tickets, not as defines in the ticket field.
Hi,
in Support, I've defined a custom ticket field, a dropdown with tens of values.
in Explore, for my dashboard, I'm creating a query that should filter on say 5 specific drop down values. However, I can only find back say 3 values. It happens that only for those 3 values we have tickets today.
I'm afraid that once we'll have tickets in future for the other 2 values, they wont appear in my query, as I wasnt able to add them to my filter in the query.
I'm not following this logic, why is the query builder in Explore looking at whatever data I have today, instead of considering all potential values as I defined it in Support>Ticket field>values?
thanks
Woyzeck
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Woyzeck Lie, thank you for the feedback.
Currently, Support data is pulled into Explore from the existent ticket, user, and organization records. If a field value wasn't saved in one of these three objects it can not be pulled. So, the current implementation doesn't allow pulling field values that were not yet used.I totally relate to the issue you have conveyed, the present set-up doesn't allow configuring query filters in advance. Unfortunately, we are not planning to update this functionality in the short term but it is possible that we will find a solution for this issue in the future.
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