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Description

The base system report "Resolved Chats without Ticket by Agent/Queue in last 7 days" from the Connect Support Manager's Dashboard (source: com.glide.connect.managers_dashboard) does not filter out chats that were associated with a ticket such as incident or hr_case. The report incorrectly does not filter by Document ID = empty.

Steps to Reproduce

  1. Install the Connect Support Manager's Dashboard plugin (com.glide.connect.managers_dashboard).

    For more information, see the documentation topic Activate a plugin.

  2. Navigate to Collaborate > Support Administration > Reporting Dashboard.

  3. Change the page to Service Desk - Chat.

  4. Click the Pencil icon for the "Resolved Chats without Ticket by Agent/Queue in last 7 days" report to view the report form.

    Note that the report does not have a filter to remove records that have a ticket.

 

Workaround

Follow the steps in the Steps to reproduce and click the Pencil icon to edit the "Resolved Chats without Ticket by Agent/Queue in last 7 days" report to add a filter to remove records that have a ticket.


Related Problem: PRB1168073

Seen In

Jakarta Patch 2

Associated Community Threads

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Article Information

Last Updated:2017-09-06 01:08:29
Published:2017-09-06