Ability to include [Not Set] subcategory in reports

Idea created by Shvonne Craig on Jul 18, 2017
    Short term plan
    • Shvonne Craig
    • Todd Thomas
    • Gustavo Trujillo

    I need to run average time to resolution reports for ALL subcategories under a main category. This would include tickets that are resolved without a subcategory being set.


    In table view you can choose [Not Set] as a subcategory option, however, when you are in the report view you can't...??

    I have to run this report by hand every single time because the report that is emailed to me weekly is wrong.

    Please add [Not Set] as a subcategory option.


    Table View:


    Report View:

    What problem will this feature solve?:
    Being able to run reports that include the subcategory when one wasn't set by the technician. Need to be able to see the tickets that aren't being assigned a subcategory just like the tickets that are.