KevinTheJedi There should be replies as I can see them on the ticket; just not sure why the fresh install would act like this. I had it on Windows and worked well, switched to Linux and it stopped..this Linux install is fresh - I didn't move or copy any data over since I'm getting started with osTicket again.
So you have tickets that were created between December 1, 2021 12:00:00 AM UTC and January 3, 2022 7:22:37 PM UTC that has User Messages and Agent Replies? Can you post a screenshot (censoring sensitive info of course)?
KevinTheJedi Would that count if a User opened the ticket, and the Agent replied, added a note, and "resolved" the ticket? The User never responded minus the initial ticket being opened.
So the system would average out the time between the user message and all subsequent agent replies. If the user's message was not added in the timeframe then it won't show up in the dashboard.
Would this help?
Okay, so all of this happened today, so it should appear in today's results. If you look at the dashboard now does it show a response time? The query I posted above has a hardcoded timeframe that might not fit your example ticket.
Odd results happen and I've attached screenshots. If I change the period is does weird things. However, you can see up to today shows Service and Response time as 0.
Wait until tomorrow and see if it shows a Response Time. It should be showing it now but I wonder if something is happening with the time conversion.
KevinTheJedi it almost seems that there is a delay or something is broken since it shows no tickets open today - but there was. I'll give an update tomorrow.
KevinTheJedi oddly enough, its now displaying (not sure correctly), but is displaying. So that leads to the question - why does it seem to be delayed as you thought it would be real-time?
I'm thinking it's time conversion but I'll review this with the other developers to make sure.
KevinTheJedi any thoughts on what I should do or look for on my install or just wait for your update?
Retested this this morning and it shows as instant for me.
You can do the following:
BETWEEN FROM_UNIXTIME(xxx) AND FROM_UNIXTIME(yyy)
KevinTheJedi Yes, they appear to be correct within that time.
KevinTheJedi I'm still thinking it's a time issue with the screenshots I provided above - unless there is something with the code on osTicket I installed. Almost acts like its a day behind....
What timezone is your profile and system set to? Also, what timezone is your server set to?
My profile: System Default
Default Time Zone (admin panel): America / New_York
KevinTheJedi something I did just notice is that I'm running v1.15 and it states to use PHP v7.2, the server has PHP v7.4.3. This wouldn't be causing an issue.
Checking today I had two tickets come in, both 01/06/2022 - but the dashboard only shows 01/05/2022.