Hi,

All escalation times are stored in the ticket table but once the ticket reaches a closing state, they become zero. As a workaround to keep them, we're storing them in a separate table using a mysql trigger on each update.

To know if you're fulfilling the agreed times, you'll have to query both the article and the ticket_history tables, the first one to know when the first response and update times are reached and the second one to know when a ticket is closed.

The following diagram might help: http://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png

Leonardo Certuche


On Tue, Feb 16, 2010 at 4:25 PM, Calvin Schmidt <calvin.schmidt@gmail.com> wrote:
I'd like to build some reporting around my SLA targets to see how many tickets are being escalated, which SLA target they are exceeding, etc. I'm having a hard time understanding where in the database it keeps information about whether an ticket was escalated and which target caused the escalation.

Can anyone explain? or point me to some dev docs on how exactly the SLA portions are working?

Thanks,
Calvin

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