Dear All, We have an OTRS Free 4 in our Company(NEC) and we are using your tool since four years. In this time ago, we have not been able the way to create a report of SLA with your tool. We have a procedure in MySQL but, we think that a tool of ticketing should have the way to create this reports. For example, it's normal in many companies to create a reports of ticket taking into account: · How long has a ticket since it was created until it closed(with an calendar)? · How long has a ticket since it was created until it closed(with an calendar) without count several states(when the ticket is waiting the answer)?. This is important for our final customers because there are many penalties if the tickets is not resolved in the time. We cannot be able to understand how OTRS don't have these features. My question is: Are there any extension or features for OTRS to calculate it?. Thank you for your help. Best regards. ---------------------------------------------------------------------------------------------- [Descripción: image001] Hugo Hidalgo Peñalver Support System Engineer, EMEA Cloud CoC Anabel Segura 7 28108 Alcobendas - Madrid (SPAIN) Mo: +34 912032960 E-mail: hugo.hidalgo@emea.nec.commailto:hugo.hidalgo@emea.nec.com
