Hello, I'm also sad of OTRS behavior regarding SLAs. In order to save somewhere else SLA times before they get reset, we're using the following SQL table and trigger. I hope it helps and if anyone has as better approach (or if newer version won't reset those times) please let us know here.
CREATE TABLE IF NOT EXISTS `sla_times` ( `tn` varchar(50) NOT NULL, `fecha1eraRespuesta` datetime NOT NULL, `fechaActualizacion` datetime NOT NULL, `fechaSolucion` datetime NOT NULL, UNIQUE KEY `tn` (`tn`) ) USE OTRS; DELIMITER $$ DROP TRIGGER IF EXISTS `otrs`.`copiar_tiempos_SLA`$$ CREATE TRIGGER `copiar_tiempos_SLA` AFTER UPDATE ON `ticket` FOR EACH ROW BEGIN IF NEW.escalation_update_time !=0 THEN REPLACE INTO sla_times (tn,fecha1eraRespuesta,fechaActualizacion,fechaSolucion) SELECT t.tn, FROM_UNIXTIME(t.escalation_response_time), FROM_UNIXTIME(t.escalation_update_time), FROM_UNIXTIME(t.escalation_solution_time) FROM ticket t,ticket_state ts,ticket_state_type tst WHERE t.tn=NEW.tn and t.ticket_state_id=ts.id and tst.id=ts.type_id and tst.id!=3; END IF; END $$ DELIMITER ; Leonardo Certuche www.itconsultores.com.co On 25 August 2010 07:16, Ruslan <[email protected]> wrote: > hi every one. I'm trying to create Stat-report with list of tickets > closed with SLA violation. But when ticket is closed, it seems that > sustem reset "escalation time" - ... > I think it's wrong action. > Any way - i need to analyze SLA violation in any time period. > Anyone have any suggestion? > --------------------------------------------------------------------- > 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 >
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