When pulling reporting on specific tickets types, we sometimes want information that was entered into custom fields on the originating Service Request. However, those fields are not available either in the metrics filter or as columns on the resulting report.
This forces us to painstakingly open each ticket and manually pull that information into a report in stances where the manager asks something like “On our new hire requests, how many managers are indicating ‘yes’ for XYZ” where XYZ is a custom field we’ve built onto that request type.
