Statistics woes

rsysadmin · November 6, 2020, 7:59am

Used Zammad version: 3.4.x
Used Zammad installation source: (source, package, …) source
Operating system: CentOS 8
Browser + version: Firefox, Chrome, M$ Edge, all latest versions

Expected behavior:

Statistics in real-time

Actual behavior:

Not so sure if they are real-time - need clarification, please.

Steps to reproduce the behavior:

Access Zammad
See Dashboard

Examples:

This user is working on some tickets and the stats look like this:

And another user is also working on some other tickets but stats do look like this instead:

Also, why are colors different in each case? Oo

Thanks in advance!

Best,
Martin

rsysadmin · November 12, 2020, 12:39pm

Anyone?

Thanks!
Martin

MrGeneration · December 2, 2020, 11:10am

Big oof, good question!

I had to dig within the code to even see why this may happen.
Reason: I never see those two widgets in question other than green - but this may be due me working within Zammad the whole day.

So, those are the two relevant lines from widget point of view:

github.com

zammad/zammad/blob/develop/app/assets/javascripts/app/views/dashboard/stats/ticket_in_process.jst.eco#L10


<div class="column ticket_in_process">
  <div class="stat-widget vertical">
    <div class="stat-title">
      <%- @T('Your tickets in process') %>
      <div class="stat-icon-help js-stat-help" title="<%- @Ti(@StatsTicketInProcess.description) %>" data-placement="bottom">
        <%- @Icon('help') %>
      </div>
    </div>
    <div class="stat-graphic">
      <%- @Icon('in-process', "in-process-icon #{@StatsTicketInProcess.state}-color") %>
    </div>
    <div class="stat-label" title="<%- @T('%s of your tickets are currently in process.', @StatsTicketInProcess.in_process) %>"><%- @T('%s% are currently in process', @StatsTicketInProcess.percent) %></div>
    <div class="stat-detail"><%- @T('Average: %s%', @StatsTicketInProcess.average_per_agent) %></div>
  </div>
</div>

github.com

zammad/zammad/blob/develop/app/assets/javascripts/app/views/dashboard/stats/ticket_reopen.jst.eco#L10


<div class="column ticket_reopen">
  <div class="stat-widget vertical">
    <div class="stat-title">
      <%- @T('Reopening rate') %>
      <div class="stat-icon-help js-stat-help" title="<%- @Ti(@StatsTicketReopen.description) %>" data-placement="left">
        <%- @Icon('help') %>
      </div>
    </div>
    <div class="stat-graphic">
      <%- @Icon('reopening', "reopening-icon #{@StatsTicketReopen.state}-color") %>
    </div>
    <div class="stat-label"><%- @T('%s% have been reopened', @StatsTicketReopen.percent) %></div>
    <div class="stat-detail"><%- @T('Average: %s%', @StatsTicketReopen.average_per_agent) %></div>
  </div>
</div>

Which ends up in something like this within the code:

The supergood-color is part of the color schemes, mainly SLA related. It seems to be reused here.

As a side note, as it’s not really relevant directly.
The relevant controllers life here:

github.com

zammad/zammad/blob/develop/app/assets/javascripts/app/controllers/_dashboard/stats/ticket_in_process.coffee

class Stats extends App.Controller
  constructor: ->
    super
    @load()

  load: =>
    stats_store = App.StatsStore.first()
    if stats_store
      @render(stats_store.data)
    else
      @render()

  render: (data = {}) ->
    if !data.StatsTicketInProcess
      data.StatsTicketInProcess =
        state: 'supergood'
        percent: 0
        average_per_agent: 0

    data.StatsTicketInProcess.description = 'What percentage of your tickets have you responded to, updated, or modified in some way today?'

This file has been truncated. show original

github.com

zammad/zammad/blob/develop/app/assets/javascripts/app/controllers/_dashboard/stats/ticket_reopen.coffee

class Stats extends App.Controller
  constructor: ->
    super
    @load()

  load: =>
    stats_store = App.StatsStore.first()
    if stats_store
      @render(stats_store.data)
    else
      @render()

  render: (data = {}) ->
    if !data.StatsTicketReopen
      data.StatsTicketReopen =
        state: 'supergood'
        percent: 0
        average_per_agent: 0

    data.StatsTicketReopen.description = 'How many of your tickets have been re-opened after being marked “closed”?'

This file has been truncated. show original

It looks like Zammad calculates on “how bad” you run your ticket world in the time period.
The following is a guess, because I gave up digging deeper (bunny holes, you know)…:

It looks like that the higher your reopen rate is, the worse the icon color will turn.
The higher your “currently in progress” is, the better the icon color will get.

From own stats I can say Zammad will consider a reopen rate of below 10% and “currently in progress” rate around 25% as “good”.

I however couldn’t find the switches in which situation it gets better or worse.
I hope it helps anyway.

rsysadmin · December 2, 2020, 11:18am

Hi @MrGeneration

Thanks for looking into this.

I would add that Zammad seems to recalculate the stats once per day and not in real time. That also explains why, say, opened tickets differ from the numbers shown in the stats.

It’s not life-critical. I was just curious about the reasons why things were so… and you clearly explained it, so thanks again!

Best,
Martin

MrGeneration · December 2, 2020, 11:20am

Correct.
The Dashboard itself usually gets refresh every 15 minutes.

The stats themselves are information from within the last 24 hours which is why your overall progress tickets may be higher than they would be if you calculate from day start.

system · April 1, 2021, 11:20am

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