[otrs] Statistics: calculating avarage answer times for tickets

[Stig Graasb�l Rasmussen]

Title: Message

The suits from management in my company want statistics showing the avarage time it takes to handle tickets in the help desk. That is the avarage time span from ticket creation to the ticket is closed.

 

I do that by firing the following sql-statement in the Select Box (Admin Area):

 

select sec_to_time(avg(unix_timestamp(change_time) - unix_timestamp(create_time))) from ticket

where unix_timestamp(create_time) > unix_timestamp('2004-05-01 00:00:00')

and unix_timestamp(create_time) < unix_timestamp('2004-05-31 00:00:00')

and ticket_state_id = 2

 

The example shows the avarage answer time for may 2004 (the result is in: hh:mm:ss)

 

I am intersted in knowing if anybody is dealing with the same kind of statistics and hearing if there is a better way to retrieve the same information.

 

Elsewise I just want to share my endeavour with whoever is interested.

 

Regards

Stig

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