I use ColdFusion to tap into OTRS and built charts/graphs, etc. and have learned the secret to reporting on tickets lies in understanding the interaction of the following tables
TICKET TICKET_HISTORY TICKET_HISTORY_TYPE TICKET_STATE TICKET_STATE_TYPE Using somehting like PHPMyAdmin I would recommend picking a ticket or two and tracing activity through the tables. From there it's really just a matter of some SQL and loops to get useful report data out. In your case, one possibility off the top of my head would be an SQL comparison of the difference from TICKET.create_time vs the earliest ticket_history.create_time where the earliest history_type is 8 (SendAnswer) and the TICKET.id = TICKET_HISTORY.ticket_id Charles -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Wes Plate Sent: Wednesday, January 26, 2005 10:48 AM To: User questions and discussions about OTRS. Subject: [otrs] Stats for average Agent response time? Is there a way to get from OTRS the average time it takes for an Agent to respond to a new ticket? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f�r Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f�r Ihr OTRS System? => http://www.otrs.de/
