How to know time between create-time and move-time
Hi, How can I configure a stat to know time between creation in the queue and move in another queue? Thanks and regards, Claude
On 01.02.2011, at 14:58, claude wrote:
How can I configure a stat to know time between creation in the queue and move in another queue?
I recommend to spent some time on the article and ticket history tables in OTRS database. There you probably will have all the details and all you need in addition is a tool for reporting with some individual logic for your requested KPI. This KPI can’t be generated by an build-in stat yet. If you don’t want to develop by you own, contact OTRS for commercial support! Hope that helps ;-) — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project
Thanks, I'll try to do that.
Claude
-------- Message original --------
Sujet : Re: [otrs] How to know time between create-time and move-time
De : Nils Leideck
On 01.02.2011, at 14:58, claude wrote:
How can I configure a stat to know time between creation in the queue and move in another queue?
I recommend to spent some time on the article and ticket history tables in OTRS database. There you probably will have all the details and all you need in addition is a tool for reporting with some individual logic for your requested KPI.
This KPI can’t be generated by an build-in stat yet. If you don’t want to develop by you own, contact OTRS for commercial support!
Hope that helps ;-)
— Nils Leideck Senior Consultant
http://webint.cryptonode.de / a Fractal project
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