May not understand the question... but are you refering to "accounted time"? Seems that what you're looking for is already there? Q _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gabriele D'Andrea Sent: Wednesday, June 13, 2007 4:06 PM To: User questions and discussions about OTRS.org Subject: [otrs] Trying to find out the time taken to close a ticket I'm trying to make a custom report that can tell me, for every ticket, the amount of time taken to close the ticket. Since I can't find a module to do that, i'm trying to query mysql to extract data I need. But I'm not sure it's possible to retrieve the exact date when a ticket was closed using only mysql. Tickets are stored in the TICKET table, linked to the TICKET_HISTORY table, that stores all the events regarding the tickets (e.g. ticket close, follow-up, note etc.) Then the TICKET_HISTORY table is linked to the TICKET_HISTORY_TYPE table, that stores all the possible events. Since it's possible to edit the ticket after it's been closed, there are many occurences of CLOSED states in the ticket_history for the same ticket. I should check for the action that made the ticket close, but it's not possible to determine which of the many ticket_history_type determined the closing. I could select the first occurrence of CLOSED in TICKET_HISTORY, but what if the ticket was closed, then reopend, then closed again? I my reasoning right or am I missing something? -- Gabriele D'Andrea