[otrs] calculating answer time

[Tabitha Stang]

Hi,

 

I sent this a few days ago, but unfortunately haven't received a response.
Maybe because it's not possible?

 

We'd like to be able to calculate the average time it takes for us to answer
a ticket.  

 

I found code in the logs, but it has one problem, best illustrated through
an example: 

 

If a customer writes to us on Nov 1 and we answer immediately, then he
writes again on November 5 and we answer immediately, the "time difference"
calculated is 4 days. This messes up our statistics - since really we
answered immediately each time!

 

Is there any way to solve this? It's very important for us!

 

Thanks very much and happy holidays!

 

Tabitha

 

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