Hi list,
Perhaps I’m not doing
it right but I’m trying to find a way to have the solutiontime
discounting the time when the ticket stood on pending and also the time when it
stood as closed.
Below you have 1) Report
Result and 2) Ticket_History query for this very ticket.
Any clue anyone!?!?! Thx so
much in advance.
|
Ticket# |
Created |
Close Time |
Priority |
CustomerID |
SLA |
FirstResponse |
FirstResponseInMin |
SolutionTime |
SolutionInMin |
|
1010 |
24/02/2010 11:12 |
24/02/2010 12:17 |
3 Normal |
IT |
P2 - 4hs |
24/02/2010 11:45 |
33 |
24/02/2010 12:17 |
65 |
|
Ticket_History.id |
Ticket_History. Create_Time |
Ticket_History.Name |
Ticket_Status.Name |
Ticket_History_Type.Name |
|
174 |
2010-02-24 11:36:02.467 |
%%new%%open%% |
open |
StateUpdate |
|
181 |
2010-02-24 11:52:25.780 |
%%open%%pending auto close+%% |
pending auto close+ |
StateUpdate |
|
185 |
2010-02-24 11:55:46.933 |
%%pending auto close+%%open%% |
open |
StateUpdate |
|
189 |
2010-02-24 11:56:09.513 |
%%open%%closed successful%% |
closed successful |
StateUpdate |
|
193 |
2010-02-24 12:08:23.937 |
%%closed successful%%open%% |
open |
StateUpdate |
|
196 |
2010-02-24 12:09:19.267 |
%%open%%closed successful%% |
closed successful |
StateUpdate |
|
198 |
2010-02-24 12:11:29.313 |
%%closed
successful%%pending auto close+%% |
pending auto close+ |
StateUpdate |
|
202 |
2010-02-24 12:16:48.423 |
%%pending auto close+%%open%% |
open |
StateUpdate |
|
205 |
2010-02-24 12:17:00.827 |
%%open%%closed successful%% |
closed successful |
StateUpdate |
Regards / Saludos / Cordialmente,
Estevam Viragh
Technology Manager
+55 11 4501-9426 T
+55 11 4501-9436 F
+55 11 7605-4538 M
Sitel
Achilles Orlando Curtolo,
nº 499
Barra Funda - São Paulo
01144-010 Brasil
+55 11 4501 940
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