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
Bye, Alex