Zammad grafana template SLA

[Armin]

Used Zammad version: 5.0.3-1640164755.
Used Grafana Version: 8.3.3
Used Elasticsearch Version: 7.16.2
Used Zammad installation type: package
Operating system: Ubuntu 20.04 LTS
Browser + version: chrome

Expected behavior:

• SLA shows “case solved in time” and “case solved violated”

Actual behavior:

• no data shown

Steps to reproduce the behavior:

• update to newest Zammad, elasticsearch and grafana version

merry christmas everyone,

i updated zammad and elasticsearch to the newest version and noticed that in grafana “case solved in time” and “case solved violated” doesnt show any data anymore.

i changed the value “closed_escalated_at” to “close_at” and now the data appear again. did someone else noticed this and is this the right way to fix this?

thanks and grretings
Armin

[MrGeneration]

How is your SLA configured?

[Armin]

Hey,

SLA looks like this:

and this how a escalated and closed ticket:

but it works with my change i just wanted to mention it

[MrGeneration]

If close_escalation_at is not being set, this means your agents are not responding as the SLA expects it. close_at may not be suitable for SLA based reporting.