calculating answer time
Hi, We'd like to be able to calculate the time it takes for us to answer tickets. I found the following code in the logs (slightly modified): SELECT ticket.tn, timediff(ticket_history.create_time, ticket.create_time) AS 'diff' from ticket LEFT JOIN ticket_history ON ticket.id=ticket_history.ticket_id WHERE ticket.create_time > '2007-11-01 00:00:00' AND ticket_history.history_type_id = 15 AND ticket_history.name = '%%close' AND ticket_history.create_time > '2007-11-01 00:00:00' ORDER BY ticket_history.create_time Unfortunately this has one small problem for us. For example: If a customer write to us on Nov 1 and we answer immediately, then he writes again on November 5 and we answer immediately, the "time difference" calculated is 4 days. This messes up our statistics - since really we answered immediately each time! Could anyone tell me how I can either: 1) calculate the difference between one contact and its corresponding answer OR 2) find out which customers have written more than once on the same ticket, such that I can exclude them in my query. 3) Any other workarounds? Thanks very much and happy holidays! Tabitha
Hi Tabitha, I believe it's possible to do what you want, but it's a bit more complex than a simple query. You should do something like this: browse the ticket_history table in order to find the events you're looking for based on the history_type_id (which refers to a series of predefined events on the ticket_history_type table), then you can calculate time differences between the events. I suggest to use some kind of programming language, like Perl or PHP. I'm planning to do something similar to calculate the opening time, but it's not a priority at the moment, so I don't know if and when I'll do this. Gabriele ----- Original Message ----- From: Tabitha Stang To: otrs@otrs.org Sent: Friday, December 21, 2007 4:06 PM Subject: [otrs] calculating answer time Hi, We'd like to be able to calculate the time it takes for us to answer tickets. I found the following code in the logs (slightly modified): SELECT ticket.tn, timediff(ticket_history.create_time, ticket.create_time) AS 'diff' from ticket LEFT JOIN ticket_history ON ticket.id=ticket_history.ticket_id WHERE ticket.create_time > '2007-11-01 00:00:00' AND ticket_history.history_type_id = 15 AND ticket_history.name = '%%close' AND ticket_history.create_time > '2007-11-01 00:00:00' ORDER BY ticket_history.create_time Unfortunately this has one small problem for us. For example: If a customer write to us on Nov 1 and we answer immediately, then he writes again on November 5 and we answer immediately, the "time difference" calculated is 4 days. This messes up our statistics - since really we answered immediately each time! Could anyone tell me how I can either: 1) calculate the difference between one contact and its corresponding answer OR 2) find out which customers have written more than once on the same ticket, such that I can exclude them in my query. 3) Any other workarounds? Thanks very much and happy holidays! Tabitha ------------------------------------------------------------------------------ _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
participants (2)
-
Gabriele D'Andrea -
Tabitha Stang