Praise you Leonardo!!! ))))))) And nice trick BTW ) I was trying to - rewrite module )
On 25 авг, 23:30, Leonardo Certuche <[email protected]> wrote: > 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 Certuchewww.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 > > > > --------------------------------------------------------------------- > 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 --------------------------------------------------------------------- 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
