Hello Christian, I don't think it's a question of configuration. It just seems to be a comparison of the time the ticket was created and now. I guess the following sql-statement is a beginning of what you're looking for: SELECT `ticket_id`, min(`create_time`) as begin, max(`create_time`) as end, sec_to_time(unix_timestamp(max(`create_time`))-unix_timestamp(min(`create_time`))) as duration FROM `article` group by `ticket_id` It shows you the duration of every ticket in hours. Hth Markus Nagel christian.verdun@cfi-pac.com schrieb:

Is there any way to change configuration so the timer stops after the ticket is closed so I can keep track of how long on average it took for a ticket to be addressed?

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/