Emma

>>> Ilya Kornev <feldpost-@mail.ru> 18 November 2009 18:29 >>>
Michiel, thank you for the prompt reply.
It'd be great to see feature like this in future versions of OTRS.

Regards,
Ilya

-----Original Message-----
From: Michiel Beijen <mb@otrs.org>
To: Ilya Kornev <feldpost-@mail.ru>,
"User questions and discussions about OTRS." <otrs@otrs.org>
Date: Wed, 18 Nov 2009 16:53:41 +0100
Subject: Re: [otrs] calculating time

> Hi Ilya,
>
> The only way to achieve this would be to parse the ticket history. This is
> viable, but not convenient.
>
> We are planning on having an updated SLA section which caters for these kind
> of scenarios; to make it easier to retrieve this kind of data from the
> system.
>
> ((enjoy))
> -
> Michiel Beijen
> R&D
>
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>
> On Wed, Nov 18, 2009 at 2:57 PM, Ilya Kornev <feldpost-@mail.ru> wrote:
>
> > Hello.
> >
> > We need to get the following kind of stats:
> > how much time a ticket spent in state X
> > how much time a ticket spent in state Y.
> >
> > For example:
> > 1) A customer sends a request
> > 2) 1 hour later an agent asks him/her to provide additional info
> > 3) 4 hours after that the customer sends additional info
> > 4) An hour after that the problem is solved , ticket is closed.
> >
> > The report should contain (among other things like ticket #, queue, owner
> > etc.) something like that:
> >
> > State Y (awaiting us) - 2 hours
> > State X (awaiting customer) - 4 hours
> >
> > Is there any possibility to do this?
> >
> > Cheers,
> > Ilya Kornev
> >
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