- Used Zammad version: 5.3.0
- Used Zammad installation type: (source, package, docker-compose, …)package
- Operating system: centos
- Browser + version: firefox Version 108.0.2 (64-bit)
When attempting to download the report from the Reports section by selecting “Download X records,” I encountered a partially completed file. It is important to note that there are several empty cells, specifically starting from column M to AC.
How to solve this issue ?
Hi @fraqqas and welcome to the community.
To be honest, this does not look like an issue at all. Some cells are empty and this is totally fine, e.g. if there is a ticket that has no pending state, there is no pending data available.
Maybe you could explain your issue in more detail.
Yes, you are right.
However, my issue is as you can see in the pictures, how can a ticket be updated and closed without a first response? Also, there isn’t anything in the escalation cells, and yet some of the ticket escalated.
Please let me know if you need any more info.
For this, you should check the specific tickets and the ticket history. Hopefully, you’ll find some answers there.
Can you provide a screenshot of your SLA-configuration?
I’m sorry for any misunderstanding. It’s not possible to check each ticket one by one because this issue is not isolated to a few tickets. It affects a large number of tickets, where first responses are missing, escalation columns are empty, and update times sometimes occur after the ticket is closed. We need to find a general solution to address this problem systematically.
Please check this for more info,
Note: We did migrate to Zammad from Zendesk.
For sure you can maybe not check all tickets, but I think you should know if in the tickets without this information SLA calculation should be present or not. When no SLA was executed on this ticket I think it’s fine that this columns are empty.
Not every update counts as “response”.
Have you any status-condition in your SLA-filters, if yes, which?
Can you please explain more ?
This is the SLA i have,
Please let me know if you need anymore details.
Hi @YetAnotherGerrit can you please check the SLA i’v shared ?
Please don’t bump threads - this is a free community, give people time.
At least closed and pending reminder SLAs make zero sense in Zammads default as they’re all SLA ignoring states.
I don’t see a problem in your SLAs related to your initial question. But as MrGeneration already said, statuses have inherent settings if tickets can escalate or not. Thus I usually recommend not using statuses in SLA filters at all. Additionally, your second SLA will never ever be applied, because the first one would be applied to the same tickets as well.
Regarding your screenshot with Excel and the red markings:
- “Updated at” is updated not only by responding to the customer but by all updates on the ticket.
- “First response at” is only used if you actually respond to the customer, using an e-mail or a phone call.
Not every update is a response.