HI, On 04.03.2010, at 18:17, Alessandro d'Ambrosio wrote:
are work units expressed in hours or minutes or is it only a generic number field?
exactly, the accounted time field is "just" a number/count where you can save the spent work units. Even "minus 12" ( -12, or any other calculation ) is possible.
I’m trying to find a method to calculate the effective time of resolution of a ticket. I have enable my working hours in the admin console but the differences between change_time and create_time doesn’t consider it. Are WorkingHours, TimeVacationDays useful only in the Escalation circumstances? I don’t know how to do with external tools L
IMHO OTRS cannot know what was the actual time spent into finding the solution, so this needs to be documented manually on the ticket per note. Afterwards you can make Stats on that field. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project