Yeah I know... it was just a quick and dirty solution... then... I don't have statements ready but I know that everything may exists in ticket_history table
There you have to link ticked_id, queue_id and state_id with your desired filter and compute results... On Wed, Oct 28, 2009 at 1:37 PM, Emma Williams <[email protected]>wrote: > Hi Marco, > > Thanks for your reply, but this format doesn't give me a way to calculate > time spent in each state. Plus I was really hoping to avoid reliance on > excel and/or manual number crunching. > > Emma > > >>> Marco Vannini <[email protected]> 28 October 2009 11:52 >>> > Hi, > > For some statistics I've started to use the search function with the option > "Result Form" to csv so my managers can manipulate data with their loved > excel. This could help you ? > > MV > > > > On Wed, Oct 28, 2009 at 11:47 AM, Emma Williams > <[email protected]>wrote: > >> Does anyone know of a way to exclude any period that a ticket is in a >> Pending state (or any other defined state), when running a Resolution Time >> report? >> Ideally, we would like to be able to do this using the Stats module >> within OTRS, but failing that is there another method using SQL? >> >> ===================================================================== >> MSX International | Global Provider of Outsourced Integrated Business >> Solutions @ www.msxi-euro.com >> >> This email and any files transmitted with it are confidential and intended >> solely for the use of the individual >> or entity to whom they are addressed. This message contains confidential >> information and is intended only >> for the individual named. If you are not the named addressee you should >> not disseminate, distribute or copy >> this e-mail. 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