Hello. We need to get the following kind of stats: how much time a ticket spent in state X how much time a ticket spent in state Y.
For example: 1) A customer sends a request 2) 1 hour later an agent asks him/her to provide additional info 3) 4 hours after that the customer sends additional info 4) An hour after that the problem is solved , ticket is closed. The report should contain (among other things like ticket #, queue, owner etc.) something like that: State Y (awaiting us) - 2 hours State X (awaiting customer) - 4 hours Is there any possibility to do this? Cheers, Ilya Kornev --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
