[otrs] SOLVED: Tickets Average open time

28 Dec 2006

      --- Richard Mollel  wrote:
...
Hi,
I am trying to run metrics...to find out average
time
of tickets stay open, for say, a week, a month or
total average from a given point in time.
Any clues on how to achieve this, even if it means
custom script fetching input from mysql db?
Where is the best place to locate the mysql variable
names?
_Thanks
Richard
Revisted this today...and just incase someone was
looking into similar issue....I ended up performing
one-liner mysql call...using builtin functions found
under newer versions of mysql (4+)...after locating
the table & fields that hold needed variables and
determined their datatype.

otrs>select  AVG(TIMESTAMPDIFF(HOUR, create_time,
change_time)) from ticket;
+----------------------------------------------------+
| AVG(TIMESTAMPDIFF(HOUR, create_time, change_time)) |
+----------------------------------------------------+
|                                            61.3636 |

+----------------------------------------------------+
1 row in set (0.00 sec)

Gave me average open time of all tickets in the
system.

this has no logic for night hours, work hours,
weekends or anything like that.....but it is exactly
what i needed.

Richard

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com