AW: [otrs] Tickets Average open time

20 Mar 2006

      Hi Richard,

the best source for timing Statistics is the ticket_history.
The following SQL gets you some basic Informations about Start, end Events

SELECT th.ticket_id,tht.name, th.create_time, tst.name
FROM ticket_history th
JOIN  ticket_history_type tht ON (th.history_type_id = tht.id) 
JOIN ticket_state ts on (ts.id=th.state_id)
JOIN ticket_state_type tst on (tst.id=ts.type_id)
WHERE  tht.name
 IN (  'NewTicket',  'StateUpdate')
order by th.ticketl_id, th.create_time

My close time for a Ticket is the create_time of the last "StateUpdate" Event with a tst.name='closed' or tst.name='close_pending'.

Greetings
Matthias Wegner