Matthew Kentala

Problem/Scenario

We have multiple calendars based on different regions and their holidays that impact working hours. Triggers can be set up for these, but the only placeholder I am aware of, that can be used in macros, is ticket.in_business_hours.  We need to hand some tickets off to another region, but the current assignee isn't always aware if that region has a scheduled holiday. 

Request

Have a placeholder available that can reference those calendars. For example, I would like to be able to write an IF statement, using a placeholder, access the correct calendar based on the region, look forward X days/hours, and pull in the times that they wouldn't be available. 

This would allow us to have the details brought into the template so the person handing off the ticket would know if they need to ask a different region to take the ticket or ask the customer if they are ok waiting until that regions next available working day.  I am sure there are a lot of other use cases, but this is the issue I am attempting to solve.

This is definitely a bug in my opinion.  

Expectations: The sum should reflect the data that is displayed, period. The top/bottom manipulation in this case is expected to function as a filter for people that actually use reporting for business purposes.  

Actual results: The sum shows the total amount, including data that is not displayed.

The Top/bottom attribute used to work for this, but that option was removed (post).

Being able to see the total is good, but it's only useful if you know the sum of what you are viewing.

This issue should be considered a bug and the feature request should be to add an option under the result manipulation for top/bottom to show the total for the metric data (see screenshot below).

How is this still not fixed?  Do we need to complain about this on Twitter to get someone's attention?  This really should be a basic feature.  Obviously, the data exists because the published copy has the correct configuration.  I assume there is an XML file that could just be taken from the published report and have it overwritten to the unpublished dashboard.  

It would be great to get this on the roadmap and it's pretty frustrating that this hasn't already been added.  The request has been out there for a number of years.  Honestly, this seems like a basic thing a product like this should offer.  There are many times you need to reference associated tickets, internal pages, internal bugs, etc.  

I agree with Maik that there should be a way to designate the comments as internal (aka private).  Here are a couple of reasons why.

1. You want the side conversation ticket listed under a customer's account to make it easily searchable if you are looking for something you know was done for a particular account.
2. There are times when you would put the requester as the customer if we determined that we would like to interact with the customer directly, but we don't want them to see the initial description of the ticket. 

Is there a way to configure the ticket ID to start with the date and then append the end with the counter?  For example, if a ticket were created today the ticket number would look something like this:

 220412-123456