Hi All,

 

Whenever an escalated ticket is closed, all the escalations for the ticket are cleared, because of which we are getting wrong reports when we try to generate a report for the number of solution time escalations happened in a particular month.

 

So is it correct to clear the escalations when ticket is closed? Is there any alternative to keep this escalation times so that we can get the correct report on a monthly basis?

 

Is there any alternative to get the number of escalations that have happened for any specific period.

 

Thanks and Regards,

Lokesh K S

 

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam
Sent: Saturday, October 10, 2009 4:37 PM
To: User questions and discussions about OTRS.
Subject: [otrs] Varying reports for solution time escalations. what could bethe reason

 

Hi All,

 

I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates.

 

For eg. On a Queue <XYZ> there were 10 solution time escalations for the month of September when the report was executed on October 5th. Again when we ran the same report on October 10th the escalations are 5.

 

What could be the reason?

 

Please help.

 

Thanks and Regards,

Lokesh