Fw: [otrs] Trying to find out the time taken to close a ticket

Well, I realised that my writing was incomprehensible...so I'm looking for the real time from the opening of a ticket and its closure ----- Original Message ----- From: Gabriele D'Andrea To: User questions and discussions about OTRS.org Sent: Saturday, June 16, 2007 2:44 PM Subject: Re: [otrs] Trying to find out the time taken to close a ticket No, I'm not looking for accounted time, I'm looking for the real freom the opening of a ticket and its closure. ----- Original Message ----- From: LQ Marshall To: 'User questions and discussions about OTRS.org' Sent: Wednesday, June 13, 2007 11:13 PM Subject: RE: [otrs] Trying to find out the time taken to close a ticket May not understand the question... but are you refering to "accounted time"? Seems that what you're looking for is already there? Q ---------------------------------------------------------------------------- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gabriele D'Andrea Sent: Wednesday, June 13, 2007 4:06 PM To: User questions and discussions about OTRS.org Subject: [otrs] Trying to find out the time taken to close a ticket I'm trying to make a custom report that can tell me, for every ticket, the amount of time taken to close the ticket. Since I can't find a module to do that, i'm trying to query mysql to extract data I need. But I'm not sure it's possible to retrieve the exact date when a ticket was closed using only mysql. Tickets are stored in the TICKET table, linked to the TICKET_HISTORY table, that stores all the events regarding the tickets (e.g. ticket close, follow-up, note etc.) Then the TICKET_HISTORY table is linked to the TICKET_HISTORY_TYPE table, that stores all the possible events. Since it's possible to edit the ticket after it's been closed, there are many occurences of CLOSED states in the ticket_history for the same ticket. I should check for the action that made the ticket close, but it's not possible to determine which of the many ticket_history_type determined the closing. I could select the first occurrence of CLOSED in TICKET_HISTORY, but what if the ticket was closed, then reopend, then closed again? I my reasoning right or am I missing something? -- Gabriele D'Andrea ------------------------------------------------------------------------------ _______________________________________________ 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/ -------------------------------------------------------------------------------- _______________________________________________ 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 (1)
-
Gabriele D'Andrea