Problem using filter for custom ticket field on dashboard in explore
So the situation is pretty basic:
- I have a custom ticket dropdown field on our tickets called "primary category". The selections help the reviewer know what part of our product the ticket pertains to.
- This field is required upon solving a ticket.
- I made a copy of the standard Support dashboard and put a filter for this field on the first tab (Tickets).
- When I use this filter and filter on one of our most common categories, the standard "Tickets Created" tile surprisingly shows 0.
- When I then select NULL in the filter, I am again surprised that we have 300+ tickets, a lot of which have been solved and have values in the primary category field. I'm using All history on the time filter since we've only been in for 2 months.
Any idea why when looking at a ticket, a custom field has a value and correctly adds the appropriate tag, but then when you filter on this field for a value, that it wouldn't show? No clue how to go about troubleshooting this one, so any help is greatly appreciated. Thank you!
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Hi Jake,
I'm thinking that you can try to pinpoint the root cause of this behavior by going to the query level. Once you have confirmed that the query is providing you the correct data when the same filters are used, that only means that the Dashboard filter could be causing the behavior.
For more information on utilizing Dashboard filters, please refer to Best practices for using dashboard filters.
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