Srry, sent this just to Rick... :-$ Hi Rick,
This is excellent news, and in my opinion something sorely lacking in OTRS. Thank you for taking it on. Speaking for my own situation, I would like this kind of functionality for the 2.0 version, coming in August.
Indeed it is, that's why I'm taking it on me :-)
If I may ask, is your development of this a personal endeavor, and, is there any way I can help or participate, perhaps with a mind on speeding up the process? I'm keen on this functionality, but I understand it's very tough to slice time out of already busy days to concentrate on something like this.
The whole project started out as an internship for a webhosting company, Hostnet. I'm a last-year student information sciences at the University of Amsterdam, and for my internship I was asked to produce some statistics (and more), mostly out of OTRS. I've created some tailor-made scripts to accomplish this, and now I'm using those to create a more generic module/script. Right now I'm part-time working at the same company, finishing my thesis and in the spare time finishing this project.
Would you be so kind as to let me know what your plans are, and if there is anything I can help you with or help to support or sponsor? Please advise.
My plan is to get the first stand-alone module done before august, and maybe start on the OTRS module in september. Since the database structure doesn't seem to change much in OTRS 2, chances are the same script will run on that as well. BTW, I'm using MySQL and will not have time to program in PostgreSQL or any other xxxSQL versions. Regarding your offer to help, the most of the 'thinking'-part has already been done. Many thanks to Damir for that. If you read back the thread from the beginning of this year, you'll see *our* definition of reply and resolution times (see the attachment). It's in Dutch, but I think you'll understand the message. Basically, the purple timelines are the times that contribute to the overall resolution times (total time minus the time the ticket was on the client's side). At the moment, I'm attempting to include some more statistical measures. Not just the mean, but also some way of determining the distribution. I'm thinking in terms of standard deviations, variance or the like. Hope this clarifies a few things... Kind regards, Edgar -- 'An approximate answer to the right question is worth a great deal more than a precise answer to the wrong question'
