Phil Clark

The "Type" on a ticket will often be an "Incident" without linking to a specific problem, since the other options aren't suitable, but there's only one customer reporting it - so we don't put it as a "Problem".

 

Any incidents that are linked to a Problem though we don't need to see in the Ticket views as they're already under control with the linked Problem. So, we need a way to filter those out of views.

This would also be great for us

Macros should be able to edit any fields an agent can edit.

 

Something like "Update custom field (date) to be tomorrow" would be super handy, too.

I've had this same question - with my use case being: I'd like to run a report to know whether both Option A and Option B were selected in the multi-select. In my case this field is called Problem Area (internal)

It's not perfect, but a workable solution for me was to have a calculated metric that's counting the number of rows in the Problem Area field:

IF ([Problem Area (internal)] != NULL) THEN
    1
ELSE
    0
ENDIF

Then I add a filter on Problem Area (internal) to include only Option A and Option B.

The result is that I get a value of 2 in this column for both, or a value of 1 for one or the other.

 

This field can be re-used on other similar reports that I'm interested in, but I just change the filter to, for example, Option C and Option D.

 

Would still be awesome to have a way of including Problem Area as a single line for tickets, to then filter on and have other visualisations based off.

@...

Ahh that old chestnut - that was 100% it! Thanks so much - it now works exactly as I was looking for. 🙏