Hi Tabitha,
I believe it's possible to do what you want, but it's a bit more complex than a simple query.
 
You should do something like this:
browse the ticket_history table in order to find the events you're looking for based on the history_type_id (which refers to a series of predefined events on the ticket_history_type table), then you can calculate time differences between the events.
 
I suggest to use some kind of programming language, like Perl or PHP.
 
I'm planning to do something similar to calculate the opening time, but it's not a priority at the moment, so I don't know if and when I'll do this.
 
Gabriele
 
----- Original Message -----
From: Tabitha Stang
To: otrs@otrs.org
Sent: Friday, December 21, 2007 4:06 PM
Subject: [otrs] calculating answer time

Hi,

 

We’d like to be able to calculate the time it takes for us to answer tickets.  

 

I found the following code in the logs (slightly modified):

SELECT ticket.tn, timediff(ticket_history.create_time, ticket.create_time) AS 'diff' from ticket LEFT JOIN ticket_history ON ticket.id=ticket_history.ticket_id

WHERE ticket.create_time > '2007-11-01 00:00:00'

AND ticket_history.history_type_id = 15

AND ticket_history.name = '%%close'

AND ticket_history.create_time > '2007-11-01 00:00:00'

ORDER BY ticket_history.create_time

 

Unfortunately this has one small problem for us.

 

For example: If a customer write to us on Nov 1 and we answer immediately, then he writes again on November 5 and we answer immediately, the “time difference” calculated is 4 days. This messes up our statistics – since really we answered immediately each time!

 

Could anyone tell me how I can either:

1) calculate the difference between one contact and its corresponding answer OR

2) find out which customers have written more than once on the same ticket, such that I can exclude them in my query.

3) Any other workarounds?

 

Thanks very much and happy holidays!

 

Tabitha

 

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