Hi, Can you please tell which table should be used ?Need to find two values
from tables 1. First Response time 2. Resolution time as per SLA mins. Also, the resolution time should be as per SLA.
Funnily, I jsut spent the day creating that. For the first response time, you can just use MIN(ticket_history.create_time) for the last StateUpdate. FDor the solution time, that depends on what you define as the solution time. OTRS itself calculates the diff between MAX(ticket_history.create_time) and ticket.create_time, using its WorkingTime method that dfepends on defined calendars. These values are not stored in the database, and I use the SOAP API to retrieve it (and it is cached in the database). FInd attached the necessary files. Cheers, Nik -- Dominik George Service & Wartung tarent solutions GmbH Telefon +49 228 54881-319 Rochusstraße 2-4, D-53123 Bonn • http://www.tarent.de/ Tel: +49 228 54881-0 • Fax: +49 228 54881-235 HRB AG Bonn 5168 • USt-ID (VAT): DE122264941 Geschäftsführer: Dr. Stefan Barth, Kai Ebenrett, Boris Esser, Alexander Steeg