Reporting not showing Tickets

Technical assistance
1

Hi there,

We’ve been running 3 self-hosted Zammad instances for several years and created reporting profiles for our organizational units to find out who creates the most tickets. This worked perfectly until recently — we believe the issue started around April 2025 — and it now affects all systems.

We have reporting profiles set up with the following filters:

  • State: is closed, new, open, pending close, pending reminder
  • Department: contains “Unitname”
  • Group: is not “Freelancer”

In the “Edit: Report Profile” view, the filters seem to work. The ticket count is shown correctly, and we can see a preview of some tickets.

However, in the actual Reporting section:

  • We only see the graphs, but no ticket count and no ticket list
  • In the “Creation Channel” view, we see nothing at all — no graphs, no tickets

Additional context:

  • Users are synced via Active Directory.
  • We verified that all user attributes (including department) are correctly populated using LDAP Admin and the same bind credentials as used by Zammad.
  • We assumed the “Edit Profile” preview uses an internal admin context (which might explain why it works), but our user accounts are full admin users and have “reporting” enabled.
  • We also created a custom user object (AD_Department) and added default permissions, but it did not change the outcome.

It seems to be a permission-related issue, but we are unsure how to resolve it. Nothing significant in our configuration has changed recently (aside from regular Ubuntu and Zammad package updates).

Expected behavior:

  1. Show graphs and ticket count and tickets in the “Ticket Count” report view
  2. Show tickets and graphs in the “Creation Channel” report view

Actual behavior:

  1. Only graphs are shown (no ticket count, no ticket list)
  2. Nothing is shown in “Creation Channel” (no graphs, no tickets)

Steps to reproduce:

  1. Create a report profile with the following filters:
  • State: closed, new, open, pending close, pending reminder
  • Department: contains “Unitname”
  • Group: is not “Freelancer”
  1. Open the report in the Reporting section
  2. Observe that only graphs (if any) are shown, but no tickets or ticket count
2

Did you rebuild the search-index?

3

Yes ! Even though i´ve read that the index has nothing to do with the reports…

And yes, no change. Sadly.

4

Ah, i forgot to mention:

Other reports work like they should !

For example an Agent report with the following filter settings:

State is: closed
Owner is specific user: “user.name”
Group is: group1, group2, group 3

It shows ticket count, example tickets and the reporting page works as expected including Ticket Count, Creation Channels and Communication !

It must be something related to the department filter or the received AD information…
(Again, the preview works, the Report is empty).

Hope thats helpful !

5

Hi, we have the same problem.

open, closed is empty with the report filtered with Department.
In the filter config window it looks good, but the report says closed zero.

The funny thing that some “reopend” and “first solution” tickets get listed.

cheers

1 Like
6

You‘re entering a year old thread without adding more input e.g. on your version and what potentially changed before. Hard to help you at that level. Did you reindex already, which is the solution on earlier answers?

7

We recognized the problem with versions 6.5 and earlier.
Now we are on 7.0.0-e0d5fd3a.docker.

We tried reindexing after the upgrade, but the issue persists.
I think also it is related to the department filter with AD information.

8

And you are certain that the tickets you’re “missing” have the organization set you’re looking for? Is a open reporting filter working as expected…?

9

Okay, the organization field is needed for the reports? if so, that i missed. We only use the AD information.

But why does the filter work with the department in the preview when i create the report?

Screenshot_20260325_144502
Screenshot_20260325_1445021015×391 51 KB

and not i the report it self?

Screenshot_20260325_144932
Screenshot_20260325_1449323165×1170 195 KB

10

Thats exactly the same behauvior we have. But our system is an Ubuntu based VM with Zammad version : 7.0.0-1773929196.3edeb40f.jammy

That makes me think thats not a version dependent fault but configuration ?
But how is it possible that the preview is working ?!

1 Like