Re: [otrs] STATS - Ticket closed with SLA Violation

30 Aug 2010


      You develop it for own purposes or we can check it and m.b. buy rgis
sytem?


On 30 авг, 18:24, Leonardo Certuche
 wrote:
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Hello there,
I'd love to know how but true to be told, we're deploying our own reporter
web-based and with OTRS integrated authentication in which a full set of
reports based on ITIL PKIs are shown
Leonardo Certuchewww.itconsultores.com.co
Medellín, Colombia
On 30 August 2010 03:16, Ruslan  wrote:
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One more question - How did u getting stats using this new table
"sla_times" ?
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On 27 авг, 18:45, Leonardo Certuche
 wrote:
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Hello Ruslan,
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I'm glad you like it :D
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As you can see it's a workaround tropical-style. If you get the chance to
improve it or to come with a better approach, could you please share it
with
us?
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Thanks!
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Leonardo Certuchewww.itconsultores.com.co
Medellín, Colombia
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On 27 August 2010 07:04, Ruslan  wrote:
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Praise you Leonardo!!! )))))))
And nice trick BTW )
I was trying to - rewrite module )
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On 25 авг, 23:30, Leonardo Certuche
 wrote:
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Hello,
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I'm also sad of OTRS behavior regarding SLAs. In order to save
somewhere
else SLA times before they get reset, we're using the following SQL
table
and trigger. I hope it helps and if anyone has as better approach (or
if
newer version won't reset those times) please let us know here.
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CREATE TABLE IF NOT EXISTS `sla_times` (
  `tn` varchar(50) NOT NULL,
  `fecha1eraRespuesta` datetime NOT NULL,
  `fechaActualizacion` datetime NOT NULL,
  `fechaSolucion` datetime NOT NULL,
  UNIQUE KEY `tn` (`tn`)
)
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USE OTRS;
DELIMITER $$
DROP TRIGGER IF EXISTS `otrs`.`copiar_tiempos_SLA`$$
CREATE TRIGGER `copiar_tiempos_SLA` AFTER UPDATE ON `ticket`
FOR EACH ROW
BEGIN
IF NEW.escalation_update_time !=0 THEN
REPLACE INTO sla_times
(tn,fecha1eraRespuesta,fechaActualizacion,fechaSolucion)
SELECT t.tn, FROM_UNIXTIME(t.escalation_response_time),
FROM_UNIXTIME(t.escalation_update_time),
FROM_UNIXTIME(t.escalation_solution_time) FROM ticket t,ticket_state
ts,ticket_state_type tst  WHERE t.tn=NEW.tn and
t.ticket_state_id=ts.idand
tst.id=ts.type_id and tst.id!=3;
END IF;
END
$$
DELIMITER ;
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Leonardo Certuchewww.itconsultores.com.co
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On 25 August 2010 07:16, Ruslan  wrote:
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hi every one. I'm trying to create Stat-report with list of tickets
closed with SLA violation. But when ticket is closed, it seems that
sustem reset "escalation time" - ...
I think it's wrong action.
Any way - i need to analyze SLA violation in any time period.
Anyone  have any suggestion?
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