Amount of escalated tickets

Technical assistance
1

Infos:

  • Used Zammad version: 6.1.0
  • Used Zammad installation type: (source, package, docker-compose, …)
  • Operating system: MacOS Ventura Version 13.2.1
  • Browser + version: Chrome Version 147.0.7727.117 (Official Build) (arm64)

I’ve been trying to gather information on escalated tickets, but I haven’t found a way to get the results I need. My objective is to determine, out of all closed tickets, how many were escalated and therefore breached the established SLAs.

Current approach:

I first attempted to create a tag that would be applied whenever a ticket escalates. However, since all tickets are created with a predefined future escalation time, the tag was automatically applied to every incoming ticket, making it unusable for tracking actual escalations.

Next, I tried setting up a scheduler to apply a tag when the escalation time is updated. Unfortunately, every time a ticket is closed, the escalation time appears as updated, which again causes incorrect tagging.

Goal:

I am looking for a reliable way to tag tickets that have truly escalated so that I can build an overview or report. Specifically, I want to identify how many tickets breached the SLAs and were escalated versus those that were resolved before escalation.

2

You are extremely outdated. The current stable version is 7.0.1 - last security fixed version is 6.5.5 if you have to check the AI changes first. You should upgrade asap to keep your installation safe!

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To your question.
What exactly speaks against Grafana Reporting where this kind of metric is already tracked?

We also had this topic within the last 14 days, basically going into the same direction.

3

Thank you for the information.

I will request the software update for a newest version according to your specifications and advice.

We are currently not using Grafana and rely only on data from Zammad reports exported to another internal tool. I have reviewed the topic you linked and will try the suggested approach of using a trigger to add the internal note #{ticket.close_diff_in_min}.

Is there a way to track how many tickets this note has been applied to? We are not specifically interested in the amount of time by which the SLA was exceeded, but rather in whether the SLA was breached at all.