I don't have the database schema in front of me right now, but it sounds like you would probably want to query the ticket history for closing events, ordered by date descending, with a limit of one result? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gabriele D'Andrea Sent: Sunday, June 17, 2007 11:35 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Trying to find out the time taken to close a ticket
Why shouldn't is be possible. Within the ticket-history, just lookup the dates of ticket-creation and state-change to a close-state-type. That's the gap between creation and the selected ticket-closure.
But how can I retrieve the state_change?
I can lookup for ticket "close succesful" state, but there are plenty if
operations have been executed after the ticket closure...
----- Original Message -----
From: "Alexander Scholler"
Hi Gabriele,
Gabriele D'Andrea schrieb:
Hi Alex,
are you looking (a) for the gap between ticket-creation and -closure? This could be easily calculated from DB-entries if ticket-closure-time would be a singulare event, but tickets can always be reopened. Even if you configure otrs that the customer can't do that, the agent can always reopen a ticket.
Yes, I'm looking for this, and it's what i tried to explain: I think it's not possible to calculate the time between ticket creation and closure, due to the partciular database design.
Why shouldn't is be possible. Within the ticket-history, just lookup the dates of ticket-creation and state-change to a close-state-type. That's the gap between creation and the selected ticket-closure.
Gabriele
Bye, Alex _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
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