Base system report "Resolved Chats without Ticket by Agent/Queue in last 7 days" incorrectly includes chats associated with a ticket - Known Error

Base system report "Resolved Chats without Ticket by Agent/Queue in last 7 days" incorrectly includes chats associated with a ticket 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

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

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

Navigate to Collaborate > Support Administration > Reporting Dashboard .

Change the page to Service Desk - Chat.

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.