Thank you for the various answers.
Ultimately, and since our primary goal is to provide an accurate
reporting over SLA, we've decided to use several 'light' tweaks as
following:
Adding a table in OTRS containing the tickets id, the lock
timestamp and the escalation_time timestamp
A trigger pushes data into this table at the very moment an
operator clicks on 'Lock' and before the SQL zeroes the
escalation_time value
We collect both the now information (MySQL built-in) and the
escalation_time value
Thereafter we compute the difference between the two cells thus
the fact that the SLA have been respected (positive or 0 value)
or broken (negative value)
Then we put all the necessary data into a dedicated database
(using Talend) upon which we run our Birt-powered reports.
This tweak shall survive upgrade, more or less.
Cheers,
Philippe-Arnau.
Le 24/10/2012 10:02, Philippe-Arnaud HARANGER a écrit :
Hello,
I'm currently looking for a elegant way to keep track of the
different escalations a ticket had been through.
To my understanding, the elements currently in the
ticket_history_type table from from 41 to 49 are destined to do
so. As per ./scripts/test/Event/Escalations.t, lines 256 and
following, it also seems that they aren't implemented yet.
Can you give me any feedback on this subject? Does anyone knows
when the function is planned to be released? If not how may I
contribute?
