Last Update Data on Agent is different than Export CSV File

apyash

Hi,

Server Information
Version v1.15.4 (6bd7884) — Up to date
Web Server Software Apache
MySQL Version 5.6.41
PHP Version 7.3.33

Source of Last Update has been configured in Custom Ticket Queue as Thread/Last Message as mentioned below.
After doing this, on User Interface it shows Correct date as expected. but in CSV file it shows the older date which is secondary source.
Respective screenshot as mentioned below.

KevinTheJedi

apyash

Exports are in UTC format. So the time is correct once you convert it to your timezone from UTC. We plan on revamping this in 2.0 to convert the times to the exporting Agent's timezone.

Cheers.

apyash

KevinTheJedi Thanks for for reply. However, Time Zone difference can't be for more than 30 days. does export CSV doesn't take value as configured in Ticket -- Queue -- Column Or Ticket Thread (Last Message / Response time) doesn't export in Ticket CSV.

If both are working then suggest if any configuration issue.

KevinTheJedi

@apyash

I see now. So in the Queue it’s showing the Last Response time. When you are exporting you are seeing the Last Updated time because that’s the field it’s exporting. If you want to see the Last Response time then you need to export that field instead.

Cheers.

apyash

KevinTheJedi Thanks for understanding. But In Export Resource Time Option is not showing.

KevinTheJedi

@apyash

That's my bad. I thought this was a field you can export but it appears you cannot.

Cheers.