Re: [otrs] STATS - Ticket closed with SLA Violation

27 Aug 2010


      Praise you Leonardo!!! )))))))
And nice trick BTW )
I was trying to - rewrite module )

On 25 авг, 23:30, Leonardo Certuche
 wrote:
...
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 Certuchewww.itconsultores.com.co
On 25 August 2010 07:16, Ruslan  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?
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