In Analytics, conditional filters can be applied at metric or widget levels. Understanding this distinction is crucial to ensure that conditional fields work as expected when using the 'Group By' feature.
Why conditional fields aren't listed as options in 'Group By'?
Metric-level filters only affect the specific metric and don't influence the grouping logic.
The 'Group By' feature is metric-agnostic, meaning it organizes data on widget level fields rather than being tied to a specific metric.
As a result, conditional fields used as filters at the metric level don’t appear as options for 'Group By'.
For example, let's say you’re creating a report in Freshservice to analyze service requests. Under the parent category Service Request, there’s a service item called Adobe Products. Within it, fields like Product Team and Specific Product are available.
When you try to group the data by Product Team or Specific Product, you notice that these fields don’t appear under 'Group By'. This happens because the filter applied at the metric level does not affect the grouping logic.
Example
Here’s a business use case to better understand how this works.
Imagine your team manages application access requests, such as granting or revoking access when employees join, leave, or change roles. Each request creates a ticket for your team to handle. With Analytics, you would want to track the trends of these tickets and group them by specific applications to identify which applications contribute the most to your ticket volume.
Filter setup
You apply a filter where the Service Item is Revoke Application Access. When employee roles change, a new ticket is created for the service item Revoke Application Access to ensure proper access management.
Additionally, you filter for tickets where the Applications field is not empty, meaning users have specified one or more applications for which access needs to be revoked.
Your goal is to analyze these tickets by viewing how many are related to each specific application. To do this, you want to group by the Applications field.
However, Applications doesn’t appear in the list of values to choose from in the Group By field. See screenshot below.
Procedure
To ensure that the Applications field is available for grouping in your analysis of access revocation tickets, follow these steps:
Identify the current filter level:
Open the widget where you’re tracking access revocation tickets.
Check the applied filters (refer to the screenshots below).
If the filter for Revoke Application Access or Applications is applied at the metric level, it could prevent the Applications field from appearing as an option in the Group By section.
Apply the filter at the widget level:
Open the widget settings.
Remove the metric-level filter for Revoke Application Access or Applications.
Add these filters at the widget level instead.
Click Apply and save the report.
Verify the conditional field in 'Group By':
Navigate to the Group By section.
Check if the Applications field is now available for grouping.
If the field is still missing, ensure the lookup field is correctly linked to the dataset.
Outcome
By applying the filter at the widget level, you can now:
View how many tickets are associated with each application.
Identify applications with frequent access revocation requests.
Gain actionable insights to optimize the application access management process.
If the Applications field is still not visible under Group By, ensure that the lookup field is correctly linked to the dataset.
If you continue to experience issues, please reach out to the Freshworks support team for assistance.