[otrs] age of ticket

[Nils Breunese (Lemonbit)]

Tabitha Stang wrote:

> I noticed today that the age of the ticket is counted from the  
> original contact.
>
>
>
> So if a customer wrote to us a week ago and I already replied, and  
> then he wrote again yesterday, the ticket will be shown as one week  
> old instead of one day old.
>
>
>
> How do I change this to show the ticket as one day old?  Otherwise  
> this will be a big problem for us statistically…

I'd say that a ticket that has been created a week ago is one week  
old, whatever happened after creating that ticket. Maybe you just  
need to look at other data for your statistics? It looks like you're  
interested in the date of the last reply? I don't have much  
experience setting up queries for statistics, but I guess it should  
doable.

Nils Breunese.


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