Hi Thiago,<br><br>The <i>age </i>of a ticket is not what you&#39;d most probably want to look at. If I have logged a ticket in 2006, it will have an <i>age</i> of 3 years by now. <br><br>What you&#39;d most probably want to look at is the escalation solution time, which is stored on the ticket as an integer value in minutes.<br>
<br>Generally, when doing calculations like this, you&#39;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.<br>
<br>Please check out &quot;Setting up time related functions&quot; in the manual:<br><a href="http://doc.otrs.org/2.4/en/html/c1667.html">http://doc.otrs.org/2.4/en/html/c1667.html</a> <br clear="all"><br>((enjoy))<br>- <br>
Michiel Beijen<br>R&amp;D<br><br>OTRS
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<br><br><div class="gmail_quote">On Tue, Nov 3, 2009 at 12:33 PM, Thiago Barroncas <span dir="ltr">&lt;<a href="mailto:thiagojbs@gmail.com">thiagojbs@gmail.com</a>&gt;</span> wrote:<br><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
<div>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?</div>
<div> </div>
<div>Att,<br clear="all"><br>-- <br>___________________________________<br>Thiago Barroncas<br>email: <a href="mailto:thiago@barroncas.com" target="_blank">thiago@barroncas.com</a><br>cel: + 55 (21) 9658-2140<br><a href="http://www.barroncas.com" target="_blank">www.barroncas.com</a><br>

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