Report Interactive Filter by Incident Number

[Z_9]

Dear community members,

We are trying to filter report(s) by a ticket (incident, in this case) number. Currently, interactive filters don't have an option for the incident number field. The interactive filter types can be: choice list, reference, date, boolean, group, cascading. Any suggestions are highly appreciated.

Thank you!

[AndersBGS]

Hi @Z_9 ,

There do not exist any solution for filter on incident number, due to this is not the purpose of reporting tools. In general you can utilize the list view if you need to, and then write the incident number. Furthermore, can you explain the business value to filter on incident number?

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders 

[Z_9]

Thanks for your reply, Anders. A reporting focal created a dashboard with multiple widgets with key incidents aggregates and he says it would be great if audience pick a incident to see specific information about it through those widgets, i.e., Reassignment Count, Duration, CSAT, - just a few examples, it on this dashboard.

If there is no way to filter my ticket number through an interactive filter, the only alternative I can offer to the dashboard designer is to create an IFrame widget on a dashboard, right?

[Tsura Andreeva]

Wonder if you could add content block to your dashboard and use keywords for your purpose.

[Michael Gruber]

Hi

I actually have the same need. I am a Major Incident Manager. For example we would have a major (parent) case that has a large number of child cases attached. Each child case might have tags to mark is medical, utility, VIP etc.

The way I would envisage it to work is in the top-left corner of the dashboard I have an interactive filter that displays all open major cases, where I can then select 1 case.

When that case is select the other widgets would update base on that case such as...

1 - Total number of child cases.

2 - Total number of child cases restored/closed.

3 - Total number of child cases open.

4 - List all child cases in order of tags (1-Utility, 2-Medical, 3-Emerg-Other, 4-VIP, etc)

5 - Graph showing total number of child cases closed per day (i.e. recovery rate).

6 - Display number of open child cases by location (what are the geographical hotspots).

etc etc

regards

Michael