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I’ve constructed a report based on Incident ticket data whereby it provides a split based on closure code

 

Goal is I want to see the % of first time fix to see how effective the Service Desk is 

 

The issue I have is I have 2 segments on the docnut chart for ‘fix applied’ - there is only one option to select when closing an incident - thinking there was a ‘bug’ in my query, I ran another new widget and constructed a new query split by closed code - and yet again 2 figures appear for ‘fix applied’

 

Any ideas anyone?

This the issue, fix applied appears twice

Tagging some of our PMs from the Analytics team !

​@Amrit Mishra ​@Pranav Kumar Singh ​@Saptarshi 

Thanks for reaching out to us ​@Matt Allen. 

From the details and screenshot you’ve shared, it appears the two separate “Fix Applied” options are likely caused by a trailing space in one of the category values. It seems the custom category field for the closure code may have been created twice—once with a trailing space and once without—resulting in what looks like duplicate values under the custom metric.

We recommend reviewing the category values in your configuration and checking for any unintended trailing spaces. Cleaning that up should consolidate the options correctly under a single “Fix Applied” value.

 

If you've already reviewed this and the issue still persists, we’d suggest raising a Level 2 (L2) support ticket with additional details so our team can investigate further.

Let us know how it goes or if you need help with anything else.

Thanks for the reply

“We recommend reviewing the category values in your configuration” - is this the yml file?  If so we have no trailing spaces.

The 2 lots of figures aren’t duplicates as I have checked the incidents via a v look up and all are unique values; query is as below

How do I raise a ticket with yourslves?  “we’d suggest raising a Level 2 (L2) support ticket with additional details so our team can investigate further”.

 

 

I should have added this - there are 2 options to select from ???

 

 

Thanks again ​@Matt Allen for the follow-up and for confirming you’ve checked for trailing spaces. Based on your screenshots and details, here’s a bit more context:

In Analytics, we mirror the exact data that's passed from the product (Freshservice in this case). If you're seeing two separate “Fix Applied” options in the custom metric, it typically means the system has received two distinct values from the Freshservice backend—possibly due to a discrepancy in the custom field configuration, even if it’s not visible in the YAML file.

From the UI and your description, it appears this may be a newly created custom field. We recommend reviewing the custom category values directly in Freshservice—especially in the admin configuration for that specific field—to see if any hidden characters or formatting issues (even non-visible ones) are present. If you’ve already reviewed that and ruled it out, please feel free to ignore this suggestion.

To get this fully investigated, we recommend raising a support ticket with our L2 team via:
🔗 https://support.freshworks.com/. If you face any trouble raising the ticket, please reach out to your CSM or TAM who can help route it accordingly.

Let us know if there’s anything else we can assist with in the meantime!

Thaks ​@Saptarshi - I have just raised a ticket as per your advice, although no confirmation of the ticket number it did provide the fact the ticket has been raised

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