Feature limitations for EAP

Hello,

Is there a target date for when custom ticket statuses will be available for reporting in Explore? I am having a hard time capturing mean time to recovery without this functionality. Would appreciate some guidance on what I can do in the interim.

Thank you,

Charis

Hi,

Will the statuses be added as exit conditions in the automation?

Currently, you cannot use them as exit conditions.

Thanks

Yoram

@colleen13 Any updates on when we'll be able to report on statuses in Explore? That's the major thing holding back adoption for us.

@gaurav12 Last update I saw was that deleting statuses was expected at end of September. Has that shipped yet or was it delayed?

Any ETA on being able to use Custom Statuses in filters? 

I am currently using a custom status to indicate when an incident is pending development. These incidents can take many, many months to solve, but our customers want visibility. 

I filter these tickets out of our daily views, but they are included in all of our backlog and open ticket reports, which has been causing these numbers to gradually grow since we adopted the new feature. This is making accurate backlog reporting difficult. 

Thanks!

Hi @dan12,

Thank you for your question! I learned earlier today that custom ticket statuses and ticket status categories are now available as ticket attributes in Explore. I'll be updating the documentation for that in this EAP community soon. 

This is exciting news!

I just tried it and confirmed this works for the Tickets data set, however, it does not appear to be available for the Backlog data sets. 

Thanks!

Hi @aaron11,

I'm glad to hear that worked for you! I believe that Gaurav will be able to provide more information about availability for Backlog data sets.

Also, to answer your question about custom ticket statuses in filters, do you mean filtering Views? If so, yes you can filter Views by custom ticket status now. We introduced additional Views filtering capabilities last week (though custom statuses are not listed because this feature is still an EAP). I'll also be updating the documentation for that in this EAP community soon. Thank you! 

Hi Colleen, 

I was specifically referring to filters in Explore reports, sorry, that wasn't clear. 

You then answered my question a few minutes later :-)

Once we have that functionality in Backlog Data sets, we are golden!

Greetings,

How can I access the custom status value via a placeholder?

Thanks,

Greg

Hi @j.10,

Placeholders are not yet available for custom ticket statuses. I'm updating this post and the EAP community as we continue to make progress so please keep on eye on this space for news.

Thank you!

Colleen

Is it not available in automations??? Only status category shows up. 

Hi @bobby11,

Custom ticket statuses are available in automations. If you had existing automations that used the Ticket: Status condition or action, they are converted to Ticket: Status category when you enable custom ticket statuses.

Ticket: ticket status and Ticket: Ticket Hours since [ticket status name] are conditions for custom ticket statuses that should appear in the menu when you are creating or editing an automation. Please see EAP docs: Using ticket statuses in business rules, SLAs, macros, and views for more information.

Hi @colleen13!!

You are right, sorry folks! 

It is a little confusing, i did not realize the automation list was split by custom and default - doh!

That's ok and thank you for the feedback @bobby11! I'll clarify this in the documentation before this feature GAs!

Hi,

Reading these limitations - one struck me:

Conditional ticket fields: Ticket statuses that you create can’t be used in conditional ticket fields. 

In the GA release of custom statuses, can we expect that we will be able to use custom statuses as conditions for filling in fields for Conditional Fields?