Yeah I know... it was just a quick and dirty solution... then... I don't have statements ready but I know that everything may exists in ticket_history table There you have to link ticked_id, queue_id and state_id with your desired filter and compute results... On Wed, Oct 28, 2009 at 1:37 PM, Emma Williams wrote:

Hi Marco,

Thanks for your reply, but this format doesn't give me a way to calculate time spent in each state. Plus I was really hoping to avoid reliance on excel and/or manual number crunching.

Emma

...

...

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Marco Vannini 28 October 2009 11:52 >>> Hi,

For some statistics I've started to use the search function with the option "Result Form" to csv so my managers can manipulate data with their loved excel. This could help you ?

MV

On Wed, Oct 28, 2009 at 11:47 AM, Emma Williams wrote:

...

Does anyone know of a way to exclude any period that a ticket is in a Pending state (or any other defined state), when running a Resolution Time report? Ideally, we would like to be able to do this using the Stats module within OTRS, but failing that is there another method using SQL?

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