OK,
thanks for your explanation, now I think I understand
V
Gabriele
----- Original Message -----
From: "Alexander Scholler"
Hi Gabriele,
Gabriele D'Andrea schrieb:
Hi Alex, I'm sorry to bother you once again.
I'm trying to figure out what exactly your stats mean: I guess they report every state change to a given state:
i.e.: I'm interested in knowing the time needed to close a ticket, so I created a new State_Changes_Specific report, which shows all "closed succesfully" tickets.
This is not the purpose of my statistic. As a mentioned some mails before: I think ticket-closure is cannot be a singulare moment - one ticket can be reopened and closed once again later. So I did not write a stat for measuring duration till ticket-closure. Of course, one could write a statistic for measuring duration from ticket-creation to latest ticket-closure. But the results are not static and are changed if a ticket is reopened.
That's the report generated in a test environment
State_Changes_Specific 2007-05 closed successful stampato da Admin OTRS (root@localhost) 18/06/2007 06:53:11 next state Ticket# Customer# 24hdiff Servicediff pending reminder 2007051710000035 FATER 0.01 0.02 open 2007051710000035 FATER 0.02 0.03 open 2007051510000128 ecohmedia 0.03 0.03 open 2007051610000055 0.10 0,10 open 2007051610000055 17.33 6.93
What I realised, is that each row represents a ticket closing, right?
What I can't understand very well, is: - next state: what does it exactly mean? maybe the previous state before the closing? - 24hdiff & Servicediff: what time interval does it refer to? and in what time unit?days?
You have to select a month (m) and a state (s). You then receive all state-changes that occured within the month m and ended the state s of a ticket. The data returned shows, among others: * the "next state" of the ticket * the duration of the state s, calculated - with 24h-base (Diff_24h) - just within the service-hours (Diff_Service) The values represent hours.
Thank you for your patience :P
Gabriele
Bye, Alex _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/