Hello there, I'd love to know how but true to be told, we're deploying our own reporter web-based and with OTRS integrated authentication in which a full set of reports based on ITIL PKIs are shown
Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 30 August 2010 03:16, Ruslan <[email protected]> wrote: > One more question - How did u getting stats using this new table > "sla_times" ? > > On 27 авг, 18:45, Leonardo Certuche > <[email protected]> wrote: > > Hello Ruslan, > > > > I'm glad you like it :D > > > > As you can see it's a workaround tropical-style. If you get the chance to > > improve it or to come with a better approach, could you please share it > with > > us? > > > > Thanks! > > > > Leonardo Certuchewww.itconsultores.com.co > > Medellín, Colombia > > > > On 27 August 2010 07:04, Ruslan <[email protected]> wrote: > > > > > > > > > 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.idand > > > > 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 > > > > > > > > --------------------------------------------------------------------- > > 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 >
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