Hi Andy, On Thu, Aug 17, 2006 at 04:10:19PM -0400, Andy Lubel wrote:
In Stats, OTRS has a great Time Accounting selection that details the amount of time spent to handle each customer. This is good but we also need the accumulated time actually spent on any given ticket (i.e., by owner).
I have tried to develop a SQL statement to do this using the time_accounting table but the time units used in this table do not match what you see if you pull up a ticket, zoom it and look under Accounted Time in the right hand column.
Essentially a SQL statement that shows: How much time does it take person 'x' to work each ticket?
Have you tested the new stats module in the upcomming OTRS 2.1? The first beta of OTRS 2.1 is out, maybe you want to give it a try and test, if the stat module fits your needs. If not, we ofcourse can create a stats module that is specific for your needs Just drop us a message to sales@otrs.com to define the details.
Andy Lubel
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