Hi list, We are running OTRS 2.3.3 with ITSM 1.2.2. In this particular implementation each SLA has only set the parameter called *Escalation - First Response Time *and we would like to have a report that precisely shows all tickets in which first response time is over on a defined period of time.
I know this info is shown on the screen every time the index.pl interface is open but I haven't been able to find the queries used. I checked both the default statistics reports as well as the ones offered by OTRS-Manager but none seem to address our needs. Thanks in advance for your help! Greetings, Leonardo Certuche
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