thanks scottro , but I'm looking for a free solutions since I'm using this for a non-profit org.
the plugins you showed just great, i really like that.

So, how can I know performance each agent, I want to know which agent have the most overdue tickets?

I also want to know the performance of respond and service time each agent, so when an agent ask the detail why he/she got terminated because their performance, I can give them the details.

So, the last person who handle the ticket is the one who responsible to the overdue?

Sound doesnt fair enough right?

Can anyone explain me about overdue?
since I got someone who closed the ticket not over the SLA time marked as the one who overdued the ticket.

do u have iptables rules installed?
try this :
#iptables --flush

no download link yet? lol...

I tried to connect to ur server SMTP port 465 using telnet, it said failed.

Microsoft Telnet> open
( to ) mail.adjusterportal.com 465
Connecting To mail.adjusterportal.com...Could not open connection to the host, on port 465: Connect failed

Check ur firewall log.

And your IMAP configuration is oke.

sure ntozier

thanks for the advice ntozier .

Hi All and Wonderfull OSTicket Developer Team,
If I can request or make sume suggestion, would you add a plugins that can export response time per tickets. Since in ITIL, there're two SLA type :

1. Response Time
2. Resolution Time

Thanks a lot and I'm very happy with this free Helpdesk CMS.

roni05 there is a paid report to fullfill what u need. Googling with "paid osticket plugins" keyword

thanks ntozier
for the second questions, can I ask the admin the choose the help topic after ticket closed?

Hi all, I have 2 questions, hopefully there will be someone can help me out.

1. I'm wonder if OSTicket can push an agent or team to close a ticket using custom form?
2. I need some agent can't edit the Overdue Date, but they still can edit the Help Topic, how can I make it happend?

Thanks for the the help and your support!

hi ntozier , thanks for the fast respond. My mistake, you can close this thread.
my support center mistaken choosing the due date.

hi everyone, i have missmatch/error sla calculation based on this capture :

tiket posted on 2nd March 2020 5:07pm, then the system mark the ticket overdue on 5:57pm. my default SLA is 24 hours.

thanks PavelH , my mistake. My english is bad.

Thanks for your respond, I'll check the class.report.php.

hi PavelH , thanks for your respond.
the problem is, there's some agent and vendor asking me about, how osticket calculationg every number in statistic page, since it impact on their performance review.

I need the formula of the calculation, so I can argue with them.

`<?php
$report = new OverviewReport($POST['start'], $POST['period']);
$plots = $report->getPlotData();

?>
<script type="text/javascript" src="js/raphael-min.js?f1e9e88"></script>
<script type="text/javascript" src="js/g.raphael.js?f1e9e88"></script>
<script type="text/javascript" src="js/g.line-min.js?f1e9e88"></script>
<script type="text/javascript" src="js/g.dot-min.js?f1e9e88"></script>
<script type="text/javascript" src="js/dashboard.inc.js?f1e9e88"></script>

<link rel="stylesheet" type="text/css" href="css/dashboard.css?f1e9e88"/>

<form method="post" action="dashboard.php">
<div id="basic_search">
<div style="min-height:25px;">
<!--<p><?php //echo __('Select the starting time and period for the system activity graph');?></p>-->
<?php echo csrf_token(); ?>
<label>
<?php echo __( 'Report timeframe'); ?>:
<input type="text" class="dp input-medium search-query"
name="start" placeholder="<?php echo __('Last month');?>"
value="<?php
echo Format::htmlchars($report->getStartDate());
?>" />
</label>
<label>
<?php echo __( 'period');?>:
<select name="period">
<option value="now" selected="selected">
<?php echo __( 'Up to today');?>
</option>
<option value="+7 days">
<?php echo __( 'One Week');?>
</option>
<option value="+14 days">
<?php echo __( 'Two Weeks');?>
</option>
<option value="+1 month">
<?php echo __( 'One Month');?>
</option>
<option value="+3 months">
<?php echo __( 'One Quarter');?>
</option>
</select>
</label>
<button class="green button action-button muted" type="submit">
<?php echo __( 'Refresh');?>
</button>
<i class="help-tip icon-question-sign" href="#report_timeframe"></i>
</div>
</div>
<div class="clear"></div>
<div style="margin-bottom:20px; padding-top:5px;">
<div class="pull-left flush-left">
<h2><?php echo __('Ticket Activity');
?>&nbsp;<i class="help-tip icon-question-sign" href="#ticket_activity"></i></h2>
</div>
</div>
<div class="clear"></div>
<!-- Create a graph and fetch some data to create pretty dashboard -->
<div style="position:relative">
<div id="line-chart-here" style="height:300px"></div>
<div style="position:absolute;right:0;top:0" id="line-chart-legend"></div>
</div>

<hr/>
<h2><?php echo __('Statistics'); ?>&nbsp;<i class="help-tip icon-question-sign" href="#statistics"></i></h2>
<p><?php echo __('Statistics of tickets organized by department, help topic, and agent.');?></p>
<p><b><?php echo __('Range: '); ?></b>
<?php
$range = array();
foreach ($report->getDateRange() as $date)
{
$date = str_ireplace('FROM_UNIXTIME(', '',$date);
$date = str_ireplace(')', '',$date);
$date = new DateTime('@'.$date);
$date->setTimeZone(new DateTimeZone($cfg->getTimezone()));
$timezone = $date->format('e');
$range[] = $date->format('F j, Y');
}
echo __($range[0] . ' - ' . $range[1] . ' (' . Format::timezone($timezone) . ')');
?>

<ul class="clean tabs">
<?php
$first = true;
$groups = $report->enumTabularGroups();
foreach ($groups as $g=>$desc) { ?>
<li class="<?php echo $first ? 'active' : ''; ?>"><a href="#<?php echo Format::slugify($g); ?>"
><?php echo Format::htmlchars($desc); ?></a></li>
<?php
$first = false;
} ?>
</ul>

<?php
$first = true;
foreach ($groups as $g=>$desc) {
$data = $report->getTabularData($g); ?>
<div class="tab_content <?php echo (!$first) ? 'hidden' : ''; ?>" id="<?php echo Format::slugify($g); ?>">
<table class="dashboard-stats table"><tbody><tr>
<?php
foreach ($data['columns'] as $j=>$c) {
?>
<th <?php if ($j === 0) echo 'width="30%" class="flush-left"'; ?>><?php echo Format::htmlchars($c);
switch ($c) {
case 'Opened':
?>
<i class="help-tip icon-question-sign" href="#opened"></i>
<?php
break;
case 'Assigned':
?>
<i class="help-tip icon-question-sign" href="#assigned"></i>
<?php
break;
case 'Overdue':
?>
<i class="help-tip icon-question-sign" href="#overdue"></i>
<?php
break;
case 'Closed':
?>
<i class="help-tip icon-question-sign" href="#closed"></i>
<?php
break;
case 'Reopened':
?>
<i class="help-tip icon-question-sign" href="#reopened"></i>
<?php
break;
case 'Deleted':
?>
<i class="help-tip icon-question-sign" href="#deleted"></i>
<?php
break;
case 'Service Time':
?>
<i class="help-tip icon-question-sign" href="#service_time"></i>
<?php
break;
case 'Response Time':
?>
<i class="help-tip icon-question-sign" href="#response_time"></i>
<?php
break;
}
?></th>
<?php
} ?>
</tr></tbody>
<tbody>
<?php
foreach ($data['data'] as $i=>$row) {
echo '<tr>';
foreach ($row as $j=>$td) {
if ($j === 0) { ?>
<th class="flush-left"><?php echo Format::htmlchars($td); ?></th>
<?php }
else { ?>
<td><?php echo Format::htmlchars($td);
if ($td) { // TODO Add head map
}
echo '</td>';
}
}
echo '</tr>';
}
$first = false; ?>
</tbody></table>
<div style="margin-top: 5px"><button type="submit" class="link button" name="export"
value="<?php echo Format::htmlchars($g); ?>">
<i class="icon-download"></i>
<?php echo __('Export'); ?></a></div>
</div>
<?php
}
?>
</form>
<script>
$.drawPlots(<?php echo JsonDataEncoder::encode($report->getPlotData()); ?>);
// Set Selected Period For Dashboard Stats and Export
<?php if ($report && $report->end) { ?>
$("div#basic_search select option").each(function(){
// Remove default selection
if ($(this)[0].selected)
$(this).removeAttr('selected');
// Set the selected period by the option's value (periods equal
// option's values)
if ($(this).val() == "<?php echo $report->end; ?>")
$(this).attr("selected","selected");
});
<?php } ?>
</script>
`

I didn't see them, which one?

may I know the core file is?