Infos:
- Used Zammad version: Latest
- Used Zammad installation type: Package
Expected behavior:
- SLAs are calculated for phone email web type
Actual behavior:
- Some SLAs are not calculated
Steps to reproduce the behavior:
- Currently investigating the issue.
i’ve checked datas from grafana of the last 12 months and i have 80% of tickets (included in SLAs criteria) that doesn’t have
- first_response_in_min,
- first_response_diff_in_min,
- close_in_min,
- close_diff_in_min
The value is null.
The conditions of the SLAs just check “if group is X”.
Most of the tickets comes from API / Web.
Is there anything else to look into? Is the type Web supported in SLAs calculation?
Is it better to specify a state in the SLAs?
Thanks!