no problem,
here is the link to the (german) otrs-forum entry http://www.otrs-forum.de/viewtopic.php?f=21&t=3219
 
quick translation:
in this patch, I'm using the "Additional ITSM fields" in the SLA calculation
"Repair start time" if entered is treated as start point for reponse time
"Recovery start time" if entered is treated as start point for recovery time
if "Repair start time" is entered and no "Recovery start time" is entered, "Repair start time" will be used as start point for recovery time
 
you only have to change 2 files (OTRS programmers did a great job!)
 
/opt/otrs/Kernel/System # diff -u Ticket.pm.save Ticket.pm
--- Ticket.pm.save      2009-05-08 15:19:58.000000000 +0200
+++ Ticket.pm   2009-05-08 18:56:08.000000000 +0200
@@ -1860,7 +1860,8 @@
         else {
             my $DestinationTime = $Self->{TimeObject}->DestinationTime(
                 StartTime => $Self->{TimeObject}->TimeStamp2SystemTime(
-                    String => $Ticket{Created}
+                    String => $Ticket{TicketFreeTime3} ? $Ticket{TicketFreeTime3} : $Ticket{Created}
                 ),
                 Time     => $Escalation{FirstResponseTime} * 60,
                 Calendar => $Escalation{Calendar},
@@ -2021,7 +2022,8 @@
         else {
             my $DestinationTime = $Self->{TimeObject}->DestinationTime(
                 StartTime => $Self->{TimeObject}->TimeStamp2SystemTime(
-                    String => $Ticket{Created}
+                    String => $Ticket{TicketFreeTime4} ? $Ticket{TicketFreeTime4} : $Ticket{TicketFreeTime3} ? $Ticket{TicketFreeTime3} : $Ticket{Created}
                 ),
                 Time     => $Escalation{SolutionTime} * 60,
                 Calendar => $Escalation{Calendar},
 


/opt/otrs/Kernel/Modules # diff -u AgentTicketAddtlITSMField.pm.save AgentTicketAddtlITSMField.pm
--- AgentTicketAddtlITSMField.pm.save   2009-05-08 19:40:32.000000000 +0200
+++ AgentTicketAddtlITSMField.pm        2009-05-08 19:37:53.000000000 +0200
@@ -683,6 +683,13 @@
                 );
             }
         }
+       #
+       # rebuild ticketindex
+       #
+       $Self->{TicketObject}->TicketEscalationIndexBuild(
+               TicketID => $Self->{TicketID},
+               UserID => $Self->{UserID},
+               );
         # set article free text
         for ( 1 .. 3 ) {
             if ( defined( $GetParam{"ArticleFreeKey$_"} ) ) {

 
Best regards
Wolfgang
Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Leonardo Certuche
Gesendet: Mittwoch, 20. Mai 2009 02:31
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Ticket Solution Time

Hi there,

What Carolina asks is the way IT outsourcing providers want their service to be measured and we haven't been able to achive it. We tried to move tickets to a queue or an SLA associated to calendars without working ours but once you move them back, they keep counting from created time.

The patch Wolfgang mention would be very helpful. Where can we grab a copy to give it a try?

Besides that, although the reports available in ITSMServiceLevelManagement and otrs-manager are plenty, there seems to be missing reports that mesure working time spent on each ticket depending on the calendar associated. Does anyone have queries like that to share?

Thanks in advance,

Leonardo Certuche
301 284 6250
460 0727 ext 5559
leonardo.certuche AT itcon-ltda.com
www.itcon-ltda.com
Cra 31 # 54-10 TECNOSOFT
Medellín, Colombia


2009/5/19 Fürtbauer Wolfgang <W.Fuertbauer@asamer.at>

Hi,

As far as I know: no way to configure.
But if you,re using ITSM I posted a patch recently, which would help

Best regards
Wolfgang
-------------------------------
Wolfgang Fürtbauer
Head of IT
Asamer Holding AG

Von: otrs-bounces@otrs.org
An: User questions and discussions about OTRS.
Gesendet: Tue May 19 23:41:28 2009
Betreff: [otrs] Ticket Solution Time
Hello!!!
 
I have a question related to the calculation of total ticket solution time: Is it possible for OTRS to have like a "frozen" time which does not affect the time of SLA? I have an example:
 
Suppose you define a SLA called "High" and you define that ticket solution time for this SLA is 1 hour. One day you receive a ticket with a High SLA at 9:00 am, and according to the requeriment of customer you need to contact a supplier to get a hardware component, this supplier tells you that this component could give you 1 day after, so until that time you have to wait and ticket can't be closed. If you are mesuring SLA and users who give solution to tickets, you can realize that for the calculation of real ticket solution time it is not correct to include that day you were wating for supplier, because if, for example, you take this time you would have than SLA was not achieved.
 
Thanks.

--
Caro R.

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