Hi All,
As there are no replies to this thread, I
am wondering if anyone has not faced this as an issue, or if I am the only one
facing this issue. However this is a burning issue for us, since we have to
provide the number of escalations and associated details to higher-ups on a
monthly basis and due to this I am able to see only escalations that are not
closed.
Any help is greatly appreciated.
Thanks and Regards,
Lokesh
From:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Sent: Tuesday, October 13, 2009
6:37 PM
To:
Subject: Re: [otrs] Escalation
times are cleared when the ticket is closedwhat could be the reason?
Hi All,
Whenever an escalated ticket is closed,
all the escalations for the ticket are cleared, because of which we are getting
wrong reports when we try to generate a report for the number of solution time
escalations happened in a particular month.
So is it correct to clear the escalations
when ticket is closed? Is there any alternative to keep this escalation times
so that we can get the correct report on a monthly basis?
Is there any alternative to get the number
of escalations that have happened for any specific period.
Thanks and Regards,
Lokesh K S
From:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Sent: Saturday, October 10, 2009
4:37 PM
To:
Subject: [otrs] Varying reports
for solution time escalations. what could bethe reason
Hi All,
I am facing issues in stats for solution time escalation
reports. The statistics for solution time escalations in a specific period is
varying when we execute report on different dates.
For eg. On a Queue <XYZ> there were 10 solution time
escalations for the month of September when the report was executed on October
5th. Again when we ran the same report on October 10th
the escalations are 5.
What could be the reason?
Please help.
Thanks and Regards,
Lokesh