We developed it as part of our IT&Libre solution, available in spanish and english as added value to the customers that hire our ITSM consultant services. If you're interested in taking a look at it, please let us know.

Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia



On 30 August 2010 09:59, Ruslan <r31337@gmail.com> wrote:
You develop it for own purposes or we can check it and m.b. buy rgis
sytem?


On 30 авг, 18:24, Leonardo Certuche
<leonardo.certu...@itconsultores.com.co> wrote:
> Hello there,
>
> I'd love to know how but true to be told, we're deploying our own reporter
> web-based and with OTRS integrated authentication in which a full set of
> reports based on ITIL PKIs are shown
>
> Leonardo Certuchewww.itconsultores.com.co
> Medellín, Colombia
>
> On 30 August 2010 03:16, Ruslan <r31...@gmail.com> wrote:
>
>
>
> > One more question - How did u getting stats using this new table
> > "sla_times" ?
>
> > On 27 авг, 18:45, Leonardo Certuche
> > <leonardo.certu...@itconsultores.com.co> wrote:
> > > Hello Ruslan,
>
> > > I'm glad you like it :D
>
> > > As you can see it's a workaround tropical-style. If you get the chance to
> > > improve it or to come with a better approach, could you please share it
> > with
> > > us?
>
> > > Thanks!
>
> > > Leonardo Certuchewww.itconsultores.com.co
> > > Medellín, Colombia
>
> > > On 27 August 2010 07:04, Ruslan <r31...@gmail.com> wrote:
>
> > > > Praise you Leonardo!!! )))))))
> > > > And nice trick BTW )
> > > > I was trying to - rewrite module )
>
> > > > On 25 авг, 23:30, Leonardo Certuche
> > > > <leonardo.certu...@itconsultores.com.co> wrote:
> > > > > Hello,
>
> > > > > I'm also sad of OTRS behavior regarding SLAs. In order to save
> > somewhere
> > > > > else SLA times before they get reset, we're using the following SQL
> > table
> > > > > and trigger. I hope it helps and if anyone has as better approach (or
> > if
> > > > > newer version won't reset those times) please let us know here.
>
> > > > > CREATE TABLE IF NOT EXISTS `sla_times` (
> > > > >   `tn` varchar(50) NOT NULL,
> > > > >   `fecha1eraRespuesta` datetime NOT NULL,
> > > > >   `fechaActualizacion` datetime NOT NULL,
> > > > >   `fechaSolucion` datetime NOT NULL,
> > > > >   UNIQUE KEY `tn` (`tn`)
> > > > > )
>
> > > > > USE OTRS;
> > > > > DELIMITER $$
> > > > > DROP TRIGGER IF EXISTS `otrs`.`copiar_tiempos_SLA`$$
> > > > > CREATE TRIGGER `copiar_tiempos_SLA` AFTER UPDATE ON `ticket`
> > > > > FOR EACH ROW
> > > > > BEGIN
> > > > > IF NEW.escalation_update_time !=0 THEN
> > > > > REPLACE INTO sla_times
> > > > > (tn,fecha1eraRespuesta,fechaActualizacion,fechaSolucion)
> > > > > SELECT t.tn, FROM_UNIXTIME(t.escalation_response_time),
> > > > > FROM_UNIXTIME(t.escalation_update_time),
> > > > > FROM_UNIXTIME(t.escalation_solution_time) FROM ticket t,ticket_state
> > > > > ts,ticket_state_type tst  WHERE t.tn=NEW.tn and
> > t.ticket_state_id=ts.idand
> > > > > tst.id=ts.type_id and tst.id!=3;
> > > > > END IF;
> > > > > END
> > > > > $$
> > > > > DELIMITER ;
>
> > > > > Leonardo Certuchewww.itconsultores.com.co
>
> > > > > On 25 August 2010 07:16, Ruslan <r31...@gmail.com> wrote:
>
> > > > > > hi every one. I'm trying to create Stat-report with list of tickets
> > > > > > closed with SLA violation. But when ticket is closed, it seems that
> > > > > > sustem reset "escalation time" - ...
> > > > > > I think it's wrong action.
> > > > > > Any way - i need to analyze SLA violation in any time period.
> > > > > > Anyone  have any suggestion?
>
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