Hi Michael,
you can find helpful informations on this topic in past postings.
Michael Schwartzkopff schrieb:
Hi,
I played a little bit with the OTRS only demo system. It seems that in the
statistics part I am only able to get the numbers of events and the accounted
working time of the tickets.
Some companies want to have a documentation that we (as a service provider)
started to work on the tickets within a specific time frame (SLA). Is it
possible to create a report that shows the time frame from the input of a
ticket to the starting of working on a ticket? Does this possible only with
direct SQL queries?
SQL is no problem, but often you wan't to consider the time-gap within
service-time instead of just a mathematical difference between two dates.
For this purpose, it is advisable to write own statistic modules
(including more or less complex sql-queries) instead of jsut using
SQL-queries.
Thanks for any hint.
Bye, Alex
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