Hi folks, Sorry to bother again. I tried multiple combinations of X-axis, data series, filtered or not and I still can't get stats about the first-time-response-escalated tickets. Any clue to achieve this ? Thanks, Ionel Le 15 déc. 2010 à 14:55, GARDAIS Ionel a écrit :
Hi,
I'm trying to generate a graph for tickets that has been escalated for first response time. I created a TicketAccumulation statistic, with the first response time escalation as the X axis and the queue as the data source.
Unfortunately, I only get a flat line, whereas I know that tickets has been escalated in the chosen time-frame. For instance, a ticket has been created on Dec-08. The queue where it lives in had a first response time escalation set to 360 minutes. The agents get an email after that time but the ticket is not shown in the graph.
Does it only retrieve the "currently escalated" tickets or "all tickets that has been escalated" ?
My need is to get an history of all tickets that has been first-time-response-escalated during the last X weeks.
Thanks, Ionel --------------------------------------------------------------------- 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