Re: [otrs] age of ticket

Tabitha Stang wrote:

I noticed today that the age of the ticket is counted from the original contact.

So if a customer wrote to us a week ago and I already replied, and then he wrote again yesterday, the ticket will be shown as one week old instead of one day old.

How do I change this to show the ticket as one day old? Otherwise this will be a big problem for us statistically…

I'd say that a ticket that has been created a week ago is one week old, whatever happened after creating that ticket. Maybe you just need to look at other data for your statistics? It looks like you're interested in the date of the last reply? I don't have much experience setting up queries for statistics, but I guess it should doable. Nils Breunese.