[otrs] escalation times when closing tickets

[Leonardo Certuche]

Hi again,

I just found that Lokesh Katta Subramanyam reported the same at
http://www.mail-archive.com/otrs@otrs.org/msg27661.html
If anyone has found a way to keep these escalation values in the ticket
table or to query them from the ticket_history table and want to share it
with us, I'd deeply appreciated it :)

Thanks in advance,

Leonardo Certuche


On Mon, Jan 4, 2010 at 3:36 PM, Leonardo Certuche <
leonardo.certuche at itcon-ltda.com> wrote:

> Hello OTRS list,
>
> I wish the best for you all in this new year :)
>
> I have the following question regarding escalation times on OTRS::ITSM:
>
> When a new ticket is created, corresponding values for
> escalation_response_time, escalation_update_time, and
> escalation_solution_time are stored in the ticket table. Once the ticket
> goes to a closed status, these three values become zero. I would like to
> keep these values after the ticket is closed so we can include them in our
> reports. Is it possible?
>
> Thanks million,
>
> Leonardo Certuche
>
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