Hi list,<br><br>We are running OTRS 2.3.3 with ITSM 1.2.2. In this particular implementation each SLA has only set the parameter called <b>Escalation - First Response Time </b>and we would like to have a report that precisely shows all tickets in which first response time is over on a defined period of time.<br>
<br>I know this info is shown on the screen every time the index.pl interface is open but I haven&#39;t been able to find the queries used.<br><br>I checked both the default statistics reports as well as the ones offered by OTRS-Manager but none seem to address our needs.<br>
<br>Thanks in advance for your help!<br><br>Greetings,<br clear="all"><br>Leonardo Certuche<br>