Question

Reporting on dependent fields in tickets

  • 27 August 2022
  • 2 replies
  • 31 views

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So I’ve yet to see a good answer for this. 

Let’s say I create a dependent field inside one of my tickets. I have level 1, 2 and 3. And let’s say for the sake of the argument that’s the common name I give those fields, what shows up in Analytics. 

So, I dump my tickets. I think I can group by the first two and get a result like from a pivot table. But the support desk says that’s not how the group by works and I can confirm that because the results I get are utterly crazy and does not represent what’s in the data. 

The workaround I was given was to make a new widget for each option in level 1. So if there’s options 1 to 3, I need widgets labeled option 1, 2 and 3. I can then pull tickets in there and have them group by level 2. How to report on level 3? Don’t bother. You would have to go even further down the rabbit hole with more widgets to make that happen. 

This really seems like a terrible answer and that there should be a better solution for reporting on dependent fields. But every time I’ve asked support reps I’ve talked to I’ve never gotten a good answer. 

Am I just missing something or is there not yet a good way to report on these fields? 

Note: As a last ditch effort I can make a widget pull all the data I need into Excel and run a pivot table that way but that’s hardly ideal. I would like to be able to do it in the native reporting interface so I have a nice report to distribute by email. 

Anyone have any ideas? Thanks! 


2 replies

Userlevel 5
Badge +5

Hi @gregory.muir,

I understand your concern here, the ability to report on level 3 of the dependent fields is currently a work in progress, we presently support only 2 Group-by, but as a work-around, close to the current solution is using the underlying data and taking a export of the .csv file to view your Level 3 fields along with the ticket properties, even though this will not graphically display the data, you can get the bulk L1, L2 and L3 values and represent them graphically from the .csv export.

Here is a link for your reference to the following solution -

Cheers!

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Hi, @Pooja Bernice 

Yup, I know we can export it to csv. I just don’t want to do that since it defeats the purpose of having everything nice and simple and available in your report engine. 🙂 Do you have any timeline on when level 3 reporting will be available? It’s of no use to record the data there if we can’t report on it and even the onboarding specialists were not wholly aware of this deficiency. 

 

“ we presently support only 2 Group-by”

Unfortunately, that doesn’t work the way I would think, either. We had a ticket in to confirm this but I can’t find it in there. Basically I did group by level 1 and level 2 for dependent fields and the results I got were crazy and the freshdesk tech I spoke with said my expectation did not match how those filters actually worked which is why the counts were way off. 

What it sounds like you’re saying is that if I dumped a thousand tickets with level 1 and level 2 selections and made a pivot table out of them and from the same report I used the two group by options, I should expect to be able to create tabular results to match the pivot table? 

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