Hi Thiago,
The *age *of a ticket is not what you'd most probably want to look at. If I
have logged a ticket in 2006, it will have an *age* of 3 years by now.
What you'd most probably want to look at is the escalation solution time,
which is stored on the ticket as an integer value in minutes.
Generally, when doing calculations like this, you'd also want to take
business hours into account, as well as holidays and such. If your business
has operating hours of 9-18 on weekdays, and a ticket is logged on Friday 4
PM, and you fix it on Monday 9.30 AM, it has spent 2,5 business hours in the
Open state. OTRS can handle this.
Please check out "Setting up time related functions" in the manual:
http://doc.otrs.org/2.4/en/html/c1667.html
((enjoy))
-
Michiel Beijen
R&D
OTRS AG
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Deutschland
T: +31 (0) 6457 42418
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register: 10751, Tax ID: 003 240
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Mindermann (CEO), Martin Edenhofer
CU@ IIR Service Desk Forum in Mainz
(Germany)http://www.otrs.com/en/news-and-press/news-details/article/translate-to-engl...and
get to know more about OTRS at booth no. 12 from Nov 24-25, 2009!
On Tue, Nov 3, 2009 at 12:33 PM, Thiago Barroncas
Is there any way to change configuration so the timer stops after the ticket is closed so I can keep track of how long on average it took for a ticket to be addressed?
Att,
-- ___________________________________ Thiago Barroncas email: thiago@barroncas.com cel: + 55 (21) 9658-2140 www.barroncas.com ___________________________________
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