Possible Queries :
1. Why is the First Response Time in negative value in Analytics for certain tickets?
2. Why are some tickets missing in Analytics ?
3. Will merged tickets be counted as 2 tickets in Analytics or just one ?
4. Will merge tickets be pulled into Analytics reporting ?
Resolution Path :
- Merged tickets will not be considered or be pulled in to Analytics. Only the Primary Ticket count will be pulled into the Analytics Data. The secondary ticket will not be considered for Analytics / Reporting purposes.
- Sometimes when an older ticket is merged into a newer ticket, and the Newer ticket is the "Primary ticket", the first response time would be a negative value, since the first response time is older than the ticket creation time for certain tickets. This is because after a merge, the Secondary ticket's responses will be merged into the Primary ticket.
- As secondary tickets are not pulled into Analytics, but it will be seen in the ticket list view page, there could be a mismatch in ticket count when comparing the tickets from the list view page, and the Analytics report. This is primarily because Analytics does not consider the secondary merged ticket. It will only account for the Primary merged ticket.