Trouble with backlog reporting
So I'm working off a copy of the standard support dashboard, specifically with the Backlog tab. The daily historical backlog by status report is great, but we have a custom field called "secondary status" since we need more granular info on the ticket like if it's "escalated" or "with development".
For this backlog tab, I need to remove tickets that are in that secondary status of "with development" but I can't figure out how to do it. I can add a filter for it but it's from the "Support: Tickets" data set and not the "Support: backlog history" and so I think that's why it's not working, but my custom ticket fields aren't available in the backlog history data set.
How do we filter on certain fields on this backlog dashboard tab?
The backlog dataset contains fewer fields than the support ticket and ticket update datasets. Unfortunately, custom fields are not part of the backlog dataset. So you cannot splice your backlog data by secondary status.
Sorry about that.
Hey Graeme Carmichael - Yikes, that's not good news. Wonder if there are requests to change that. Is there any way to configure what "backlog" is defined as? We really don't want product bugs to be counted towards our backlog, but we also don't want to mark them as solved since they really aren't solved until addressed via the product level changes required.
Sorry I missed your reply.
You cannot exclude items from the backlog. But perhaps you can use the ON HOLD ticket status to identify bugs? Then you can filter to exclude on hold items.
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