Hi again,

I just found that Lokesh Katta Subramanyam reported the same at http://www.mail-archive.com/otrs@otrs.org/msg27661.html
If anyone has found a way to keep these escalation values in the ticket table or to query them from the ticket_history table and want to share it with us, I'd deeply appreciated it :)

Thanks in advance,

Leonardo Certuche


On Mon, Jan 4, 2010 at 3:36 PM, Leonardo Certuche <leonardo.certuche@itcon-ltda.com> wrote:
Hello OTRS list,

I wish the best for you all in this new year :)

I have the following question regarding escalation times on OTRS::ITSM:

When a new ticket is created, corresponding values for escalation_response_time, escalation_update_time, and escalation_solution_time are stored in the ticket table. Once the ticket goes to a closed status, these three values become zero. I would like to keep these values after the ticket is closed so we can include them in our reports. Is it possible?

Thanks million,

Leonardo Certuche