While I was creating a repot about the incidents within SLA versus out of SLA, I found out that there is an unclassified data point which I don’t know where it is coming from. Could it be a bug? How to identify the source and eliminate it so that it doesn’t mess up my report? The data point in question is in light blue below
The screenshot below shows the metric, time dimension and group by filter for better understanding
Hi.
I guess it would refer to the tickets that are still not resolved, but I’m not sure.
On the widgets, you can click on the Underlying Data button and check the data:
It will show you the data which you can filter, adjust columns and export as CSV.
Hope this helps.
Regards,
Hi again.
I’ve just checked on my instance and yes, those are the Unresolved tickets (which do not have then a Resolution Status).
If you need to omit those, you would need to use an additional filter to include status Resolved/Closed only:
Regards,
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