[otrs] Statistic extensions (considering TimeWorkingHours)

[Gabriele D'Andrea]

OK,
thanks for your explanation, now I think I understand
V

Gabriele


----- Original Message ----- 
From: "Alexander Scholler" <alexander.scholler at augsburg.de>
To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
Sent: Monday, June 18, 2007 5:04 PM
Subject: Re: [otrs] Statistic extensions (considering TimeWorkingHours)


> Hi Gabriele,
>
> Gabriele D'Andrea schrieb:
>> Hi Alex,
>> I'm sorry to bother you once again.
>>
>> I'm trying to figure out what exactly your stats mean:
>> I guess they report every state change to a given state:
>>
>> i.e.: I'm interested in knowing the time needed to close a ticket, so I 
>> created a new State_Changes_Specific report, which shows all "closed 
>> succesfully" tickets.
>
> This is not the purpose of my statistic.
> As a mentioned some mails before: I think ticket-closure is cannot be a 
> singulare moment - one ticket can be reopened and closed once again later. 
> So I did not write a stat for measuring duration till ticket-closure.
> Of course, one could write a statistic for measuring duration from 
> ticket-creation to latest ticket-closure. But the results are not static 
> and are changed if a ticket is reopened.
>
>>
>> That's the report generated in a test environment
>>
>>      State_Changes_Specific 2007-05 closed successful stampato da Admin 
>> OTRS (root at localhost) 18/06/2007 06:53:11
>>      next state  Ticket#  Customer#  24hdiff  Servicediff
>>      pending reminder  2007051710000035 FATER  0.01 0.02
>>      open 2007051710000035 FATER 0.02 0.03
>>      open 2007051510000128 ecohmedia 0.03 0.03
>>      open 2007051610000055  0.10 0,10
>>      open 2007051610000055  17.33 6.93
>>
>>
>> What I realised, is that each row represents a ticket closing, right?
>>
>> What I can't understand very well, is:
>> - next state: what does it exactly mean? maybe the previous state before 
>> the closing?
>> - 24hdiff & Servicediff: what time interval does it refer to? and in what 
>> time unit?days?
>
>
> You have to select a month (m) and a state (s).
> You then receive all state-changes that occured within the month m and 
> ended the state s of a ticket.
> The data returned shows, among others:
> * the "next state" of the ticket
> * the duration of the state s, calculated
>  - with 24h-base (Diff_24h)
>  - just within the service-hours (Diff_Service)
> The values represent hours.
>
>>
>>
>> Thank you for your patience :P
>>
>> Gabriele
>
> Bye, Alex
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