Hi, Jason

 

How are you running the reports? Are you grouping data (department or group) or filtering out items? Are they manually run or emailed? I ask as it appears things are working for us...see my screenshot. EDIT: that's a ticket status report filtered by ticket type and grouped by a Group, for the last 7 days.

 

Derek,

 

Thank you so much for your response!  I am manually running the report, going to Reports>Tickets>Ticket Statuses.  I've been doing it this way for a few years now, but only recently after the upgrade to v13 did it change behavior on new tickets we process. 

 

I took a couple screen shots for you.  For the chart setting, I have open and closed tickets checked.  I'm not using any filters, grouping by Group, over a selected week timeframe.

 

If I run the report for the week in which we were still on version 12.xxx, you see it shows closed tickets just fine.  Then if you look at the next screen shot which is for the week after I did the update to v13, it no longer shows closed tickets, even though our departments definitely did closed tickets during that time.  So any new tickets we close don't show up in the report, but if I run a report back to tickets that were closed before the upgrade, they show up just fine.  So something is different about tickets that we close now in v13 compared to v12.

 

We have tested this on our test environment and have not been able to replicate this issue. This may be a localized issue. I would recommend opening support ticket for further assistance to the resolution of your issue.

Eric,

 

Thank you for taking a look into that!  I will open a support ticket and see what we are able to find out. 

 

Thanks again!

Jason

This fix will be in our next minor release of SmarterTrack 13.