Marina Angelska

Hey guys,

I have an issue with Drill in where it shows more tickets than it is supposed to in reports that use more than one metric.

The metrics for the affected report are Tickets Solved and Public comments and the results are displayed by agent. In the Drill in table for each agent, the tickets are shown with a number in the relevant column. The numbers shown are correct.

However, there are also other tickets displayed which have a zero in both columns, and have neither public replies, nor solved tickets. Most of these tickets actually have status changes by the relevant agent and I think they should be filtered out from the Drill in table, just as they are not shown in the report.

I enabled drill in for a different report with just one metric and the issue was not present.

 

I have already contacted support with this (request #11465903) and was told that it is a limitation of Drill in as it does not have metric filtering capabilities, and I was advised to create a post here so this might be considered for future improvements of the functionality.