Hello,
I'm also sad of OTRS behavior regarding SLAs. In order to save somewhere
else SLA times before they get reset, we're using the following SQL table
and trigger. I hope it helps and if anyone has as better approach (or if
newer version won't reset those times) please let us know here.
CREATE TABLE IF NOT EXISTS `sla_times` (
`tn` varchar(50) NOT NULL,
`fecha1eraRespuesta` datetime NOT NULL,
`fechaActualizacion` datetime NOT NULL,
`fechaSolucion` datetime NOT NULL,
UNIQUE KEY `tn` (`tn`)
)
USE OTRS;
DELIMITER $$
DROP TRIGGER IF EXISTS `otrs`.`copiar_tiempos_SLA`$$
CREATE TRIGGER `copiar_tiempos_SLA` AFTER UPDATE ON `ticket`
FOR EACH ROW
BEGIN
IF NEW.escalation_update_time !=0 THEN
REPLACE INTO sla_times
(tn,fecha1eraRespuesta,fechaActualizacion,fechaSolucion)
SELECT t.tn, FROM_UNIXTIME(t.escalation_response_time),
FROM_UNIXTIME(t.escalation_update_time),
FROM_UNIXTIME(t.escalation_solution_time) FROM ticket t,ticket_state
ts,ticket_state_type tst WHERE t.tn=NEW.tn and t.ticket_state_id=ts.id and
tst.id=ts.type_id and tst.id!=3;
END IF;
END
$$
DELIMITER ;
Leonardo Certuche
www.itconsultores.com.co
On 25 August 2010 07:16, Ruslan
hi every one. I'm trying to create Stat-report with list of tickets closed with SLA violation. But when ticket is closed, it seems that sustem reset "escalation time" - ... I think it's wrong action. Any way - i need to analyze SLA violation in any time period. Anyone have any suggestion? --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs