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 <r31337@gmail.com> wrote:
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