How do I view tickets that have been escalated in a month?

[prizrochik]

Infos:

• Used Zammad version: 5.3
• Used Zammad installation type: source
• Operating system: Ubuntu
• Browser + version: chrome

Expected behavior:

For quality control, you need to be able to see how many tickets have been expired. (escalated). The problem is that if the ticket is closed, then there is no way to find out. can’t find a solution to this.

Thanks

Actual behavior:

If the ticket was escalated, but is now closed, then it cannot be found.

Steps to reproduce the behavior:

[LennartR]

Hello prizrochik,

I’m new to Zammad, but couldn’t you do something like this?

Regards,

[LennartR]

No, this doesn’t work like I would expect. Once the ticket is closed it disappears from the report. And it also includes open tickets that should have escalated if the Calender was inactivated. Interesting that the latter didn’t happen in the preview when setting up the report. As of now it also seems to ignore that we didn’t have any working hours during the weekend.

So there is no history (needed for analytics) in this kind of report, so the report is working like a dashboard and is giving us a snapshot of what we have open at the time of viewing. Also, it seems to be ignoring our business hours in the Calendar.