I am really trying to get a handle on all report types I can make. The
section in the adminbook doesn't help much. I am trying to create the
following reports:
1.) Get the average first response time for all tickets assigned to a
specific queue (we have queues named for each user at this point) and
also tickets or to a specific agent even if it is in the main queue.
2.) Get the average resolution time for the same criteria. Actually
wanting to check if 80% of tickets completed within the first 4 hours?
3.) Check what percentage of tickets are completed within a week of
starting for same queue/agent combo as above.
4.) same but two week time period
5.) List of all tickets that have not had an update in the last week.
That is what a am starting with. . .but was really hoping to find some
documentation to help me understand all this. . .
Thanks.
Btw, still not getting closed ticket notifications (though they are
recorded as having been sent in the ticket history.
----- Original Message -----
From: Nils Leideck - ITSM
Hi,
On 25.05.2010, at 09:15, TechFan wrote:
I am trying to figure out how to create some reports, but the stats module is so powerful it is also very complex. I am trying to find some documentation that explains how it all works. . .is there any such thing??
You can use the OTRS Adminbook for a short intro, but that’s it for now. What should be the result of you stat?
Freundliche Grüße / Kind regards
Nils Leideck
-- Nils Leideck Senior Consultant
nils.leideck@leidex.net mailto:nils.leideck@leidex.net nils.leideck@otrs.com
http://webint.cryptonode.de / a Fractal project
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