First level resolution rate stats

[artturi]

Hello,

I'm trying to get "First level resolution rate" statistics working but there must be something I have not understood because I get zero for a queue where I know there are tickets which are closed on first reply.

Based on that, shouldn't something superior than 0 ?
(I take all types of tickets)

Regards

[artturi]

Hello,

I've looked at the code and found out that the following if statement is not executed as it should in file Kernel/System/Stats/Dynamic/ITSMTicketFirstLevelSolutionRate.pm (line 500)

Code: Select all

            # first article comes from customer and the second one from an agent
            if (
                $ArticleDataList->[0]->{AgentSenderTypeID}
                &&
                $ArticleDataList->[0]->{AgentSenderTypeID} eq $Self->{CustomerSenderTypeID}
                && $ArticleDataList->[1]
                && $ArticleDataList->[1]->{AgentSenderTypeID} eq $Self->{AgentSenderTypeID}
                )
            {
                $FirstLevelSolutionTickets++;
                next TICKETID;
            }

If I add this if just after :

Code: Select all

            # test code
            if (
                $ArticleDataList->[1]
                )
            {
                $FirstLevelSolutionTickets++;
                next TICKETID;
            }

I get some values which I hope are close to what I want but this is not very elegant.

Any idea about why my setup doesn't work as expected ?

Regards,

[artturi]

Hello again,

I get strange results based on this little code modification (which basically increments $FirstLevelSolutionTickets for every ticket with less than 2 articles) :

- first, the statistic is not a rate (as ITSMTicketFirstLevelSolutionRate suggets) as I now get "194", so I guess it's a number of tickets. Am I right ?

- besides, the 194 is more than the total amount of tickets in the queue ! (are tickets moved to the spam queue also considered ?)

Best regards

[artturi]

- besides, the 194 is more than the total amount of tickets in the queue ! (are tickets moved to the spam queue also considered ?)

My bad, I had an extra increment forgotten after my tests.