Hi Alex, thanks for you answer. The issue when to consider a ticket close is important but not that critical. It is more important for us that the information can be retrieved from OTRS. I found a SQL box where I could submit SQL queries. Can I do here the work I need? This process will not be done very often maybe twice a year. But it is crusial to see if we get what we pay. Our company gets support from some other company and I want to implement our own ticket system to measure their performance. They don't provide that information to us. I know it sounds strage but I can give you more details. I really would like to start coding that much. I need more simle solution. The SQL query would be simple enough but I need to found out which tables OTRS uses. If you have any other information, please tell me. Alvaro
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: Wednesday, October 25, 2006 8:00 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Ticket resolution time statistics
Hi Arenas,
Arenas Alvaro schrieb:
Hi all,
I am evaluating the possibility to use OTRS in our company. One of our requirements is to be able to count how many tickets took longer than X time to be resolved. we also have two deparments, so, It would be even better if we can check for a certain department, which tickets took longer that a certain time. Is it possible with OTRS
I have check in the web page but I didn't find an answer.
One possible way:
You define one state which may only be set if a ticket is answered. Then you can calculate the gap between ticket-creation and the setting of the ticket to the specific state. This gap can be calculate on the base of 7x24h or on base of service-hours.
I think both has to be done with SQL-queries outside of OTRS or with some small implementation on top of the statistic framework.
But remember to think about conceptional issues like: * What about reopening the ticket? * When is the ticket solved: When the agent declares it as solved or the customer response that he is happy with the work done? * [Many others...]
"Time resolution time" is really no easy KPI!
Thanks in advance
Alvaro Arenas
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