Views: Filter out any escalted ticket

Infos:

  • Used Zammad version: 6.4.1
  • Used Zammad installation type: package
  • Operating system: Debian 12 as Server → Windows User
  • Browser + version: Firefox, Edge, Chrome

Actual behavior:

Filter: Negate Escalated Tickets
we want to create an overview that shows us all tickets that are open but not yet escalated. unfortunately we can’t get it to work by doing it:
we have created two “blocks” → the first with “not” then the option with escalated on “until in (relatively) 10 minutes” below it
plus a block with “and” → state is new and open
but when we use this, it doesn’t show us any escalated tickets, but there are also a bunch of normal tickets missing that it shows when we display them with the escalated ones.
Maybe it would be useful to introduce an option that allows “escalated yes no”?
we are grateful for all help! and thanks for zammad this is really great software

I just checked internally.
The problem is, that the escalations are “empty” which seems to be not possible in expert conditions the way we’d need it to achieve that.