Thank you for the various answers. Ultimately, and since our primary goal is to provide an accurate reporting over SLA, we've decided to use several 'light' tweaks as following: * Adding a table in OTRS containing the tickets id, the lock timestamp and the escalation_time timestamp * A trigger pushes data into this table at the very moment an operator clicks on 'Lock' and before the SQL zeroes the escalation_time value * We collect both the now information (MySQL built-in) and the escalation_time value Thereafter we compute the difference between the two cells thus the fact that the SLA have been respected (positive or 0 value) or broken (negative value) Then we put all the necessary data into a dedicated database (using Talend) upon which we run our Birt-powered reports. This tweak shall survive upgrade, more or less. Cheers, Philippe-Arnau. Le 24/10/2012 10:02, Philippe-Arnaud HARANGER a écrit :
Hello,
I'm currently looking for a elegant way to keep track of the different escalations a ticket had been through. To my understanding, the elements currently in the ticket_history_type table from from 41 to 49 are destined to do so. As per ./scripts/test/Event/Escalations.t, lines 256 and following, it also seems that they aren't implemented yet.
Can you give me any feedback on this subject? Does anyone knows when the function is planned to be released? If not how may I contribute?
Cheers,
Philippe-Arnaud
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-- Librement, Philippe-Arnaud HARANGER Open Source Consultant Operational Security Officer T +33 1 73 26 27 69 philippe-arnaud.haranger@atos.net Campus AtoS - River Ouest 80 Quai Voltaire 95877 Bezons - France atos.net http://atos.net/
