SLA and overdue

vbege

Hi!
When I use "export", parameters "duedate" and "isoverdue" cells are "empty".
Also, I would like to get a report with the Response Time to a ticket, I found that it is the "timestamp" parameter but I don't know how to upload the report

KevinTheJedi

vbege

Are you exporting closed tickets? The best you can do for response time is adding the Last Response to the export which will tell you the timestamp if the last response. We do track average response time in the Dashboard Statistics but it’s per agent/department level and not individual tickets.

Cheers.

vbege

KevinTheJedi Yes, I am exporting closed tickets.
I don't need a response time, I need a first action for tickets (it needs for 0 line, I'd like to know how fast they forward tickets and how many tickets were overdue.
I don't know why, but the Dashboard Statistics is not correct so I am using "export".

KevinTheJedi

vbege

Closed Tickets don’t have a due date nor an overdue flag as they’ve been closed (ie. resolved).

I don’t get what you mean by that. What doesn’t work on the dashboard? What exactly are you trying to export?

Cheers.

vbege

KevinTheJedi
I am choosing:

I got it:

Don't have Due Date (empty) and Overdue is No (all the tickets)

KevinTheJedi

vbege

Read my post above, I said:

Closed Tickets don’t have a due date nor an overdue flag as they’ve been closed (ie. resolved).

Cheers.

vbege

KevinTheJedi but how I can see how many tickets was closed after the expiration of the SLA

vbege

So i'd like to have that a first reaction for a ticket

KevinTheJedi

vbege

Via the dashboard statistics.

Cheers.

vbege

KevinTheJedi It is not correct...

KevinTheJedi

vbege

Can you explain?

Cheers.

vbege

KevinTheJedi
The Dashboard:

Assigned: 1+1+2+4+6+7+1+13+2+2+2+13+1+2+24+2+3+18+3 = 107
export:

114 rows

vbege

vbege
per day

vbege

The dashboard is not correct, I use export, that right

KevinTheJedi

vbege

The dashboard includes all tickets that were assigned during the given time period (including tickets that are now closed, unassigned, etc.). Your queue is only exporting the open tickets and does not account for all cases.

Cheers.

vbege

KevinTheJedi No, I selected it

vbege

But in "export" i'd like to have that a first reaction for a ticket and overdue flag.

vbege

but okay, Can I use export and get first reaction and see overdue?)

KevinTheJedi

vbege

Only on open tickets. Again, once you close a ticket we remove the due date and overdue flag. So if you close a ticket it will not appear in your search.

Cheers.

vbege

KevinTheJedi but why? How I can get a status about tickets?
it's new in a 1.18.1?

KevinTheJedi

vbege

Because once a ticket is closed it's considered done, faneto, resolved. Since it's resolved no one needs to be assigned, it should no longer have a due date, and it is no longer overdue. You simply can't view this information via searches/queues; only via the Dashboard Statistics. You can run manual SQL queries within your database to calculate such statistics but you'll soon realize you'll be basically copying what the dashboard already does.

And no, this is always how osTicket has functioned (as far as I can remember - and I joined the team circa 1.9.x or 1.10.x)

Cheers.