On 27 August 2010 07:04, Ruslan <r31337@gmail.com> wrote:

Praise you Leonardo!!! )))))))
And nice trick BTW )
I was trying to - rewrite module )

On 25 авг, 23:30, Leonardo Certuche

<leonardo.certu...@itconsultores.com.co> wrote:
> Hello,
>
> I'm also sad of OTRS behavior regarding SLAs. In order to save somewhere
> else SLA times before they get reset, we're using the following SQL table
> and trigger. I hope it helps and if anyone has as better approach (or if
> newer version won't reset those times) please let us know here.
>
> CREATE TABLE IF NOT EXISTS `sla_times` (
> `tn` varchar(50) NOT NULL,
> `fecha1eraRespuesta` datetime NOT NULL,
> `fechaActualizacion` datetime NOT NULL,
> `fechaSolucion` datetime NOT NULL,
> UNIQUE KEY `tn` (`tn`)
> )
>
> USE OTRS;
> DELIMITER $$
> DROP TRIGGER IF EXISTS `otrs`.`copiar_tiempos_SLA`$$
> CREATE TRIGGER `copiar_tiempos_SLA` AFTER UPDATE ON `ticket`
> FOR EACH ROW
> BEGIN
> IF NEW.escalation_update_time !=0 THEN
> REPLACE INTO sla_times
> (tn,fecha1eraRespuesta,fechaActualizacion,fechaSolucion)
> SELECT t.tn, FROM_UNIXTIME(t.escalation_response_time),
> FROM_UNIXTIME(t.escalation_update_time),
> FROM_UNIXTIME(t.escalation_solution_time) FROM ticket t,ticket_state
> ts,ticket_state_type tst WHERE t.tn=NEW.tn and t.ticket_state_id=ts.id and
> tst.id=ts.type_id and tst.id!=3;
> END IF;
> END
> $$
> DELIMITER ;
>

> Leonardo Certuchewww.itconsultores.com.co

>
> On 25 August 2010 07:16, Ruslan <r31...@gmail.com> wrote:
>
>
>
> > hi every one. I'm trying to create Stat-report with list of tickets
> > closed with SLA violation. But when ticket is closed, it seems that
> > sustem reset "escalation time" - ...
> > I think it's wrong action.
> > Any way - i need to analyze SLA violation in any time period.
> > Anyone have any suggestion?
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