Hi Lokesh, Greetings from Colombia, I wish you the best in this new year.
I was reading your post from October about escalation times in OTRS and I'm also facing the same problem you reported, were you able to build such a report? would you mind sharing the SQL statement? :) hopefully I'm not asking for too much ;) Thanks!! Leonardo Certuche On Thu, Oct 15, 2009 at 9:39 AM, Katta, Lokesh Katta Subramanyam < [email protected]> wrote: > Hi Shawn, > > > > Thanks for the suggestion. I will try to parse this history and if not will > contact OTRS AG. > > > > Best Regards, > > Lokesh > > > ------------------------------ > > *From:* [email protected] [mailto:[email protected]] *On Behalf Of > *Shawn Beasley > *Sent:* Thursday, October 15, 2009 12:06 AM > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Escalation times are cleared when the > ticketisclosedwhat could be the reason? > > > > Hi, > > > > The best way to find out about escalations is to parse this history. If you > like, custom reports can be designed for you by a professional OTRS > development company like OTRS AG. Send a mail to [email protected] > > > > Havel a great day. > > > > On Oct 14, 2009, at 11:27 , Katta, Lokesh Katta Subramanyam wrote: > > > > Hi All, > > > > Just wanted to add that we are using otrs 2.3.4 without ITSM. > > > > Any help is greatly appreciated. > > > > Thanks and Regards, > > Lokesh > > > ------------------------------ > > *From:* [email protected] [mailto:[email protected]] *On Behalf Of > *Katta, Lokesh Katta Subramanyam > *Sent:* Wednesday, October 14, 2009 10:06 AM > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Escalation times are cleared when the ticket > isclosedwhat could be the reason? > > > > > > Hi All, > > > > As there are no replies to this thread, I am wondering if anyone has not > faced this as an issue, or if I am the only one facing this issue. However > this is a burning issue for us, since we have to provide the number of > escalations and associated details to higher-ups on a monthly basis and due > to this I am able to see only escalations that are not closed. > > > > Any help is greatly appreciated. > > > > Thanks and Regards, > > Lokesh > ------------------------------ > > *From:* [email protected] [mailto:[email protected]] *On Behalf Of > *Katta, Lokesh Katta Subramanyam > *Sent:* Tuesday, October 13, 2009 6:37 PM > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Escalation times are cleared when the ticket is > closedwhat could be the reason? > > > > Hi All, > > > > Whenever an escalated ticket is closed, all the escalations for the ticket > are cleared, because of which we are getting wrong reports when we try to > generate a report for the number of solution time escalations happened in a > particular month. > > > > So is it correct to clear the escalations when ticket is closed? Is there > any alternative to keep this escalation times so that we can get the correct > report on a monthly basis? > > > > Is there any alternative to get the number of escalations that have > happened for any specific period. > > > > Thanks and Regards, > > Lokesh K S > > > ------------------------------ > > *From:* [email protected] [mailto:[email protected]] *On Behalf Of > *Katta, Lokesh Katta Subramanyam > *Sent:* Saturday, October 10, 2009 4:37 PM > *To:* User questions and discussions about OTRS. > *Subject:* [otrs] Varying reports for solution time escalations. what > could bethe reason > > > > Hi All, > > > > I am facing issues in stats for solution time escalation reports. The > statistics for solution time escalations in a specific period is varying > when we execute report on different dates. > > > > For eg. On a Queue <XYZ> there were 10 solution time escalations for the > month of September when the report was executed on October 5th. Again when > we ran the same report on October 10th the escalations are 5. > > > > What could be the reason? > > > > Please help. > > > > Thanks and Regards, > > Lokesh > > --------------------------------------------------------------------- > 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/ >
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