Problem and Incident tickets - need a way to view the subject and detail of all incident tickets against a problem ticket, or vice versa

21 Commentaires

  • Melissa Rush

    Any updates from ZD dev team? 

    1
  • Luma Lopes

    Any updates?

     

    1
  • Phillip Krieg

    +1 we really need this feature

    3
  • Mark Leci

    We'd love to have this too - specifically our need is to pull a report that shows open problem tickets with the subject, count of incident tickets and total ARR (a custom organization field). I can do all of these except the subject. 

    2
  • Avalanche Support

    Upvoting this idea. I have been squeezing my mind to come up with a workaround to display the problem subject next to its ID in explore so that I can actually get an informative query, but I can't do much.

    Best I could do was unifying the subject in all incidents of the same problem and add the ticket subject to the attributes. However, when an agent forgets to use the exact same subject with the exact same letter cases and just leaves the end-user's default subject until ticket is closed, the query becomes inefficient.

    Also would love to be able to customise the incidents view from the parent problem.

    1
  • Tina Yates

    I'm looking for a what to report on the attribute of "Linked problem" ; when will it be added into Explore? What is the point of the attribute if you can't report on it, you are forcing us to create a custom attribute for something that already exists.

    1
  • Agree with everyone here, I'm trying to come up with a simple report of a list of problem tickets with a metric column of number of incidents raised against that problem.  Seems like that should be pretty standard report in terms of incident management.  

    6
  • Lou
    Community Moderator

    We do a TON of problem/linked tickets. The fact that I can't report on them, create a view on them or run triggers/automation on them is extremely frustrating. The relationship obviously exists.

    3
  • Sam

    This would be a great addition!  Much needed.

    1
  • Anjie Nambiar

    This is extremely important and is really affecting our work.

    1
  • Lisa Springall

    We are starting to utilise the problem ticket option within Zendesk as part of our problem management process & we need the ability to be able to pull all open problem tickets & any incidents associated with the open problem. Currently if we apply a status filter so that we only pull back open problems but associated closed incidents it's impossible to do. There needs to be the ability to do this to allow for accurate reporting on problem management.

    1
  • Marcia Gallicchio

    We need this as well - as it is critical to our Incident level reporting for Executive visibility. Is there anyway we can get an update? Thanks

    2
  • Joel Mayer

    I voted a while ago, but commenting now to agree with others here. The data is there, but can't be reported on. Been patient, but saying now that I NEED IT!

    1
  • Gareth Elsby

    We're about to launch problem/incident tickets on our team and it's super disappointing that we can't get the problem subject data against the linked incidents report. We want to share this information to the product teams, who may not be able to drill into the individual tickets. We also would like to automate a report to our finance team that shows the total number of refunds applied to a given problem ticket. 

    3
  • Phil MacCabe

    Agreed it is frustrating you can aggregate Incidents by Problem Ticket ID but not just see the incident count as a value of the Problem ticket itself, along with its Subject & other fields in Explore, given you do see it looking at the Problem ticket in Support. Maybe there is a way to make that a calculated metric I'm not seeing. It would be nice if it was just included somehow as the system obviously calculates it for you when you load an individual one in ZD Support.

    5
  • Harriet K

    +1 to this, the Problem reporting options in Explore don't help maximise the use of the Problem Type, and the lack of Problem Subject Line means there's a lot of cross-referencing having to go on to figure out what's happening.  It's also not possible to filter by Problem status, i.e. see which Problems are new/open as opposed to the Incident status when you're wanting to see the count of incidents against a Problem.

    We need to see

    - All New/Open Problems
    - The Date the Problem was created (just the Problem created date, not the dates of any incidents linked to it)
    - Their Subject lines
    - The number of Incidents linked to that problem (currently regardless of ticket status, but I can see user cases for wanting to filter the status of incident tickets as well)

    At the moment this doesn't appear to be possible, but if anyone has made this work I'd love to see how :D

    2
  • Kate

    This is such a huge oversight in the Explore product. We absolutely need to be able to view at minimum the Problem Ticket Subject in line with the incident counts! It's absolutely absurd there's no movement or feedback from Zendesk on this. 

    As of now, in order to get this detail, I have to create multiple queries, export them, create a new chart out of excel, when in reality this should be an in built feature in Explore!!!! 

    Seriously, Zendesk, what gives? 

    6
  • Ben Fulton

    We are frustrated by this miss in the reporting as well. I would like to report open Problem tickets sorted by Incident count to help our engineers prioritize fixes.

    1
  • Ilaria Vilardi

    +1 on this!

    1
  • Amy Spagnolo

    +1 we need to report on our customer base reporting issues and how those issues get resolved and we need the ability to cross reference data between incidents (like org name) and problem (like ticket fields in problem ticket). 

    2
  • Grzegorz Ksiazek

    Hey Zendesk POs, the way you treat Problem tickets is a travesty, please could you look into this, this has been here for 20 months!

    0

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