Hi Guys,
i have defined queues with SLA's and my calendar. In the ticket, it show the time rest that to resolved, it's OK. But, how i create this report(statistic)?. In stadistic menu, what is the configuration to report "effective time to resolution" for each ticket?
For example:
Ticket 000020140131000010 1450 min. SLA 2880
Ticket 000020140131000020 300 min SLA 2880
etc..
Exists a addon that report this information? What is it?
Thanks for you supports.
Best Regards.
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Hugo Hidalgo Peñalver
Support System Engineer, EMEA Cloud CoC
Anabel Segura 7
28108 Alcobendas - Madrid (SPAIN)
Mo: +34 912032960
E-mail: hugo.hidalgo@emea.nec.commailto:hugo.hidalgo@emea.nec.com
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bogdan Iosif
Sent: lunes, 03 de febrero de 2014 8:54
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Effective time resolution ticket.
It's possible out of the box. You just need to define the calendar associated with your queues accordingly. I don't know for sure if you need to enable the jobs that send escalation notifications in order to have the required data (this is done by enabling some code in a Perl file named something like GenericAgent..., search the mailing lists for details, you'll find them). You can create reports (aka statistics) that will compute and show the solution time.
The problem is, many companies want to measure time against an SLA not simply across business hours but just across business hours when the ticket is in certain states. For that you'll need an OTRS addon. The free version of this addon sometimes remains unmaintained so you may be prevented from using the latest version of OTRS if you become addicted to this addon.
On Thu, Jan 30, 2014 at 12:37 PM, Hugo Hidalgo
