I want to understand how the data is calculate, does it include only open tickets ? open and closed within a certain timeframe? How does it deal with Merged or bundled tickets?
Is it possible to get to 100% config attached or what is the target for this?
Adam from the Support Team following up here. Jane submitted a Support Request and we noted the Ticket Configuration Attachment rate in the Ticket Quality Benchmark report in the Ticket Details drill through for all tickets, for open and closed tickets. The report is filtered by when a Ticket was Created.
It is possible to get 100% attachment rate but you likely wouldn’t want this because the Ticket should be associated with the Config that has the issue that needs to be resolved. This is a best practice for Configuration attachment.
Just wanted to add an update here for posterity.
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