"First Respond At" not captured in report

Technical assistance
1
  • Used Zammad version: 3.4
  • Used Zammad installation source: source
  • Operating system: Ubuntu 18.04.4
  • Browser + version: Google Chrome Version 83.0.4103.106 (Official Build) (64-bit)

Expected behavior:

  1. Setup SLA for a group 24/7

    image
    image736×638 25.7 KB

  2. New ticket is created

  3. Agent to pickup and respond (1st respond)

    image
    image1094×649 37.1 KB

  4. Close ticket when done.

  5. Generate report by Group
    The “First Respond At” should capture the DateTime when Agent responded (#3 above).
    And, to calculate the “First Response In Min” and “First Response Diff In Min”.

    image
    image1128×93 3.74 KB

Actual behavior:

The “First Respond At” not captured in the report (Empty), and no SLA (Respond Time) calculated.

image
image1128×95 4.06 KB

Steps to reproduce the behavior:

  1. New ticket
  2. Assign ticket and responded in note
  3. Close the ticket
  4. Generate report
2

That’s because a note article is no communication article and thus not counted as first response.
https://admin-docs.zammad.org/en/latest/manage/slas.html

3

It is done follow this article.

Instead on click “Reply” as communication article for First Respond, I need the Note as First Respond as well.

image
image1103×120 6.11 KB

4

Please run rails r "p Ticket::Article::Type.find_by(name: 'note').communication" and provide the output here.

5

After run the command, below listed:

Traceback (most recent call last):
        38: from /opt/zammad/bin/rails:9:in `<main>'
        37: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activesupport-5.2.4.3                                                                                        /lib/active_support/dependencies.rb:291:in `require'
        36: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activesupport-5.2.4.3                                                                                        /lib/active_support/dependencies.rb:257:in `load_dependency'
        35: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activesupport-5.2.4.3                                                                                        /lib/active_support/dependencies.rb:291:in `block in require'
        34: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/bootsnap-1.3.2/lib/bo                                                                                        otsnap/load_path_cache/core_ext/kernel_require.rb:29:in `require'
        33: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/bootsnap-1.3.2/lib/bo                                                                                        otsnap/load_path_cache/core_ext/kernel_require.rb:20:in `require_with_bootsnap_l                                                                                        fi'
        32: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/bootsnap-1.3.2/lib/bo                                                                                        otsnap/load_path_cache/loaded_features_index.rb:65:in `register'
        31: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/bootsnap-1.3.2/lib/bo                                                                                        otsnap/load_path_cache/core_ext/kernel_require.rb:21:in `block in require_with_b                                                                                        ootsnap_lfi'
        30: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/bootsnap-1.3.2/lib/bo                                                                                        otsnap/load_path_cache/core_ext/kernel_require.rb:21:in `require'
        29: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/railties-5.2.4.3/lib/                                                                                        rails/commands.rb:18:in `<main>'
        28: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/railties-5.2.4.3/lib/                                                                                        rails/command.rb:46:in `invoke'
        27: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/railties-5.2.4.3/lib/                                                                                        rails/command/base.rb:69:in `perform'
        26: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/thor-1.0.1/lib/thor.r                                                                                        b:392:in `dispatch'
        25: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/thor-1.0.1/lib/thor/i                                                                                        nvocation.rb:127:in `invoke_command'
        24: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/thor-1.0.1/lib/thor/c                                                                                        ommand.rb:27:in `run'
        23: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/railties-5.2.4.3/lib/                                                                                        rails/commands/runner/runner_command.rb:41:in `perform'
        22: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/railties-5.2.4.3/lib/                                                                                        rails/commands/runner/runner_command.rb:41:in `eval'
        21: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/railties-5.2.4.3/lib/                                                                                        rails/commands/runner/runner_command.rb:41:in `<main>'
        20: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/core.rb:197:in `find_by'
        19: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/querying.rb:9:in `find_by'
        18: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/relation/finder_methods.rb:81:in `find_by'
        17: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/relation/finder_methods.rb:103:in `take'
        16: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/relation/finder_methods.rb:504:in `find_take'
        15: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/relation.rb:200:in `records'
        14: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/relation.rb:422:in `load'
        13: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/relation.rb:547:in `exec_queries'
        12: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/relation.rb:584:in `skip_query_cache_if_necessary'
        11: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/relation.rb:560:in `block in exec_queries'
        10: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/querying.rb:41:in `find_by_sql'
         9: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/connection_adapters/abstract/query_cache.rb:106:in `select_all                                                                                        '
         8: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/connection_adapters/abstract/database_statements.rb:68:in `sel                                                                                        ect_all'
         7: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/connection_adapters/abstract/database_statements.rb:482:in `se                                                                                        lect_prepared'
         6: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/connection_adapters/postgresql/database_statements.rb:81:in `e                                                                                        xec_query'
         5: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/connection_adapters/postgresql_adapter.rb:600:in `execute_and_                                                                                        clear'
         4: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/connection_adapters/postgresql_adapter.rb:617:in `exec_cache'
         3: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/connection_adapters/postgresql_adapter.rb:672:in `prepare_stat                                                                                        ement'
         2: from /opt/zammad/vendor/ruby-2.6.5/lib/ruby/2.6.0/monitor.rb:235:in                                                                                         `mon_synchronize'
         1: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/connection_adapters/postgresql_adapter.rb:677:in `block in pre                                                                                        pare_statement'
/opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/lib/active_record                                                                                        /connection_adapters/postgresql_adapter.rb:677:in `prepare': ERROR:  column tick                                                                                        et_articles.name does not exist (PG::UndefinedColumn)
LINE 1: ... "ticket_articles".* FROM "ticket_articles" WHERE "ticket_ar...
                                                             ^
        38: from /opt/zammad/bin/rails:9:in `<main>'
        37: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activesupport-5.2.4.3                                                                                        /lib/active_support/dependencies.rb:291:in `require'
        36: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activesupport-5.2.4.3                                                                                        /lib/active_support/dependencies.rb:257:in `load_dependency'
        35: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activesupport-5.2.4.3                                                                                        /lib/active_support/dependencies.rb:291:in `block in require'
        34: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/bootsnap-1.3.2/lib/bo                                                                                        otsnap/load_path_cache/core_ext/kernel_require.rb:29:in `require'
        33: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/bootsnap-1.3.2/lib/bo                                                                                        otsnap/load_path_cache/core_ext/kernel_require.rb:20:in `require_with_bootsnap_l                                                                                        fi'
        32: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/bootsnap-1.3.2/lib/bo                                                                                        otsnap/load_path_cache/loaded_features_index.rb:65:in `register'
        31: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/bootsnap-1.3.2/lib/bo                                                                                        otsnap/load_path_cache/core_ext/kernel_require.rb:21:in `block in require_with_b                                                                                        ootsnap_lfi'
        30: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/bootsnap-1.3.2/lib/bo                                                                                        otsnap/load_path_cache/core_ext/kernel_require.rb:21:in `require'
        29: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/railties-5.2.4.3/lib/                                                                                        rails/commands.rb:18:in `<main>'
        28: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/railties-5.2.4.3/lib/                                                                                        rails/command.rb:46:in `invoke'
        27: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/railties-5.2.4.3/lib/                                                                                        rails/command/base.rb:69:in `perform'
        26: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/thor-1.0.1/lib/thor.r                                                                                        b:392:in `dispatch'
        25: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/thor-1.0.1/lib/thor/i                                                                                        nvocation.rb:127:in `invoke_command'
        24: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/thor-1.0.1/lib/thor/c                                                                                        ommand.rb:27:in `run'
        23: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/railties-5.2.4.3/lib/                                                                                        rails/commands/runner/runner_command.rb:41:in `perform'
        22: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/railties-5.2.4.3/lib/                                                                                        rails/commands/runner/runner_command.rb:41:in `eval'
        21: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/railties-5.2.4.3/lib/                                                                                        rails/commands/runner/runner_command.rb:41:in `<main>'
        20: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/core.rb:197:in `find_by'
        19: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/querying.rb:9:in `find_by'
        18: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/relation/finder_methods.rb:81:in `find_by'
        17: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/relation/finder_methods.rb:103:in `take'
        16: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/relation/finder_methods.rb:504:in `find_take'
        15: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/relation.rb:200:in `records'
        14: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/relation.rb:422:in `load'
        13: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/relation.rb:547:in `exec_queries'
        12: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/relation.rb:584:in `skip_query_cache_if_necessary'
        11: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/relation.rb:560:in `block in exec_queries'
        10: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/querying.rb:41:in `find_by_sql'
         9: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/connection_adapters/abstract/query_cache.rb:106:in `select_all                                                                                        '
         8: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/connection_adapters/abstract/database_statements.rb:68:in `sel                                                                                        ect_all'
         7: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/connection_adapters/abstract/database_statements.rb:482:in `se                                                                                        lect_prepared'
         6: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/connection_adapters/postgresql/database_statements.rb:81:in `e                                                                                        xec_query'
         5: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/connection_adapters/postgresql_adapter.rb:600:in `execute_and_                                                                                        clear'
         4: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/connection_adapters/postgresql_adapter.rb:617:in `exec_cache'
         3: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/connection_adapters/postgresql_adapter.rb:672:in `prepare_stat                                                                                        ement'
         2: from /opt/zammad/vendor/ruby-2.6.5/lib/ruby/2.6.0/monitor.rb:235:in                                                                                         `mon_synchronize'
         1: from /opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/                                                                                        lib/active_record/connection_adapters/postgresql_adapter.rb:677:in `block in pre                                                                                        pare_statement'
/opt/zammad/vendor/bundle/ruby/2.6.0/gems/activerecord-5.2.4.3/lib/active_record                                                                                        /connection_adapters/postgresql_adapter.rb:677:in `prepare': PG::UndefinedColumn                                                                                        : ERROR:  column ticket_articles.name does not exist (ActiveRecord::StatementInv                                                                                        alid)
LINE 1: ... "ticket_articles".* FROM "ticket_articles" WHERE "ticket_ar...
                                                             ^
: SELECT  "ticket_articles".* FROM "ticket_articles" WHERE "ticket_articles"."na                                                                                        me" = $1 LIMIT $2
6

Doh! I’m sorry - please run rails r "p Ticket::Article::Type.find_by(name: 'note').communication"

7

Actually, it is resolved as posted earlier, which following your post title “Add communication-trick for SLA notes”.
I able to capture “First Respond At” timestamp with the ticket’s 1st note.

image

1 Like
8

My bad!
Glad it’s working now.

9

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