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[Raimondas Pociu]

Hello, we have report, that shows WEB/CHAT/PHONE tickets created for This year.

Problem is that it does not show chat and phone type ticket for One agent. If we make report period to 3 months, data is correct.

Noticed that in the data table agent has name with and without Lithuanian characters like žėąčėšį. Can this be the issue? I do not know from where to start troubleshooting it from SNOW Dev side.

[Tsura Andreeva · Accepted solution]

I wonder if that agent has two profiles - I would suggest turning one off if that is the case. Take a look at the sys_user table.