I have built a report that shows the current number of On Hold tickets and the Groups they're assigned to.
When enabling the drill-in option, I chose the ticket ID, the assignee, and the date it was created to appear. However, when clicking on drill in, it shows me the complete history of all the on-hold tickets. How can I just see the drill-in information relevant to the current moment?
Thanks!
I am having the same issue, happy to share a video of what im encountering . It works when i dont filter from a specific dataset... but this always used to work so unsure what has changed now?
I am having the same issue. When I use the drill in feature I am seeing some results that just blank and can't go in buckets I have made for meeting SLA or Not meeting SLA. You can see in the image below that the last two rows are missing a lot of information but do exist when I look at the ticket directly.
Me too when I choose to drill in to see for example unsolved tickets I get all unsolved tickets not the information about the specific number that I see on the metric from outside .
Same happens to me
I created a new report for agent updates, using a calculated metric.
Using the date filter on dashboard will update the report value, but once using drill in, will display and export the full history
I wanted to post an update here in case this helps anyone. The blanks that I had on my export are tickets that got merged. So when they could not fix into any of the buckets I created since there is no data in them. We choose to move them to the SLA met column since there is no way to miss it in that merged ticket. Which required us to update our formula to target blanks, which are null in the system.
IF ([Priority]="Urgent") AND (VALUE(First reply time - Business hours (min))/60 <= 1 OR VALUE(First reply time - Business hours (min))= null)
THEN [Ticket ID]
ENDIF
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I cannot replicate this situation when I build a similar report.
It is hard to say why this happens in your case without having a look at the report and its parameters.
I'll reach out to you in a separate ticket so we can further investigate.