I'm recording all the data on a particular project, in this project, we have 3 queues och and some filters which show resolved ticket last week or resolved ticket by a specific person.
I want to see what are the common issue which keeps coming in a particular project
Do I need to check the summery ?
example summary !~ "VPN issue " ?
I don't know what you should check - you have not said how you are recording where a case comes from. If you want to find, sort or group issues by where they came from, you have to have something that tells you where they came from on the issues.
Most of us would do it with a field, but you could also be inferring it from data. If you're going to infer, you'll need to tell us what the rules for inference are (for example, "if Dave is the reporter, we know it came from the HR department via email because that's all he ever does")
I'm able to create a filter to sort my issue in a way that I really want, I want to see what are the common issue which keeps facing our end users.
The only solution which I found out to create a label to tag the most common issue but this solution, not the easiest one. I still need to go through all cases that I think are more popular and tag them.
Yes, that's the whole problem we're getting at - you can't search for information you have not put into the system. So we kept coming back to how you are capturing the route things arrived by. Labels is one way of adding the information, but yes, very manual.
But now you're entering that data, the answer becomes very simple. You can now run filters like "label = 1", "label = dave", "label = red", but for a bit more clever, you could do something like "label in (1, dave, red)", save it, and use it in reports. For example, a dashboard gadget called "filter statistics" enables you to select a field (labels) and a saved filter, and then every time you visit the dashboard you'll get a bar chart showing you how many issues have each label (and click on the numbers to drill down)
I will start with creating Labels and tag them with issue type or issue name for new cases. but for the previous cases, I'm still not able to handle them in this scenario I need to gå through all previous cases and tag them.
Then I will start with creating a filter for these labels.
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