On Friday, June 04, 2004 4:37 PM
Stig Graasbøl Rasmussen
The suits from management in my company want statistics showing the avarage time it takes to handle tickets in the help desk. That is the avarage time span from ticket creation to the ticket is closed.
I do that by firing the following sql-statement in the Select Box (Admin Area):
select sec_to_time(avg(unix_timestamp(change_time) - unix_timestamp(create_time))) from ticket where unix_timestamp(create_time) > unix_timestamp('2004-05-01 00:00:00') and unix_timestamp(create_time) < unix_timestamp('2004-05-31 00:00:00') and ticket_state_id = 2
The example shows the avarage answer time for may 2004 (the result is in: hh:mm:ss)
I guess the example does show the average duration of a closed ticket's life spawn from its categorical beginning in may (means some specific month, yes) until it was last modified the same month. This is not what you want, is it? What about a ticket having been created on 04-28 and having been closed on 05-01? Or the one having been 'living' from 01-03 until 07-24? And the numerous ones layered between them?
I am intersted in knowing if anybody is dealing with the same kind of statistics and hearing if there is a better way to retrieve the same information.
There have been some people around willing to work on the development of some statistical ideas, yes. If I'd find the time... With kindest regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388