Hi Gabriele, Gabriele D'Andrea schrieb:
Hi Alex,
are you looking (a) for the gap between ticket-creation and -closure? This could be easily calculated from DB-entries if ticket-closure-time would be a singulare event, but tickets can always be reopened. Even if you configure otrs that the customer can't do that, the agent can always reopen a ticket.
Yes, I'm looking for this, and it's what i tried to explain: I think it's not possible to calculate the time between ticket creation and closure, due to the partciular database design.
Why shouldn't is be possible. Within the ticket-history, just lookup the dates of ticket-creation and state-change to a close-state-type. That's the gap between creation and the selected ticket-closure.
Gabriele
Bye, Alex