Hi, All escalation times are stored in the ticket table but once the ticket reaches a closing state, they become zero. As a workaround to keep them, we're storing them in a separate table using a mysql trigger on each update.
To know if you're fulfilling the agreed times, you'll have to query both the article and the ticket_history tables, the first one to know when the first response and update times are reached and the second one to know when a ticket is closed. The following diagram might help: http://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png Leonardo Certuche On Tue, Feb 16, 2010 at 4:25 PM, Calvin Schmidt <[email protected]>wrote: > I'd like to build some reporting around my SLA targets to see how many > tickets are being escalated, which SLA target they are exceeding, etc. I'm > having a hard time understanding where in the database it keeps information > about whether an ticket was escalated and which target caused the > escalation. > > Can anyone explain? or point me to some dev docs on how exactly the SLA > portions are working? > > Thanks, > Calvin > > --------------------------------------------------------------------- > 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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