Michiel, is it possible then to see how much it took to close a ticket? There's a default report 10007 List of tickets closed, sorted by solution time, and I thought it could help me to see that. I tried running it, but the tables SolutionInMin and SolutionDiffInMin are empty. Do you I need to change some settings or anything?
Regards, Ilya -----Original Message----- From: Ilya Kornev <[email protected]> To: Michiel Beijen <[email protected]> Date: Wed, 18 Nov 2009 21:29:47 +0300 Subject: Re[2]: [otrs] calculating time > Michiel, thank you for the prompt reply. > It'd be great to see feature like this in future versions of OTRS. > > Regards, > Ilya > > -----Original Message----- > From: Michiel Beijen <[email protected]> > To: Ilya Kornev <[email protected]>, > "User questions and discussions about OTRS." <[email protected]> > Date: Wed, 18 Nov 2009 16:53:41 +0100 > Subject: Re: [otrs] calculating time > > > Hi Ilya, > > > > The only way to achieve this would be to parse the ticket history. This is > > viable, but not convenient. > > > > We are planning on having an updated SLA section which caters for these kind > > of scenarios; to make it easier to retrieve this kind of data from the > > system. > > > > ((enjoy)) > > - > > Michiel Beijen > > R&D > > > > OTRS AG > > Norsk-Data-Str 1. > > 61352 Bad Homburg > > Deutschland > > > > T: +31 (0) 6457 42418 > > F: +49 (0) 9421 56818-18 > > I: http://www.otrs.com/ > > > > Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial > > register: 10751, Tax ID: 003 240 > > 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André > > Mindermann (CEO), Martin Edenhofer > > > > CU@ IIR Service Desk Forum in Mainz > > (Germany)<http://www.otrs.com/en/news-and-press/news-details/article/translate-to-english-otrs-at-the- > 13th-iir-service-desk-forum-2009/?tx_ttnews%5BbackPid%5D=51&cHash=ef91fa143e>and > > get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! > > > > > > On Wed, Nov 18, 2009 at 2:57 PM, Ilya Kornev <[email protected]> wrote: > > > > > 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/ > > > > > > > > --------------------------------------------------------------------- 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/
