Hi Andy, Andy Lubel schrieb:

In Stats, OTRS has a great Time Accounting selection that details the amount of time spent to handle each customer. This is good but we also need the accumulated time actually spent on any given ticket (i.e., by owner).

I have tried to develop a SQL statement to do this using the time_accounting table but the time units used in this table do not match what you see if you pull up a ticket, zoom it and look under Accounted Time in the right hand column.

I think there is something wrong with your SQL-query. Post it here. Bye, Alex

Hi Andy, On Thu, Aug 17, 2006 at 04:10:19PM -0400, Andy Lubel wrote:

In Stats, OTRS has a great Time Accounting selection that details the amount of time spent to handle each customer. This is good but we also need the accumulated time actually spent on any given ticket (i.e., by owner).

I have tried to develop a SQL statement to do this using the time_accounting table but the time units used in this table do not match what you see if you pull up a ticket, zoom it and look under Accounted Time in the right hand column.

Essentially a SQL statement that shows: How much time does it take person 'x' to work each ticket?

Have you tested the new stats module in the upcomming OTRS 2.1? The first beta of OTRS 2.1 is out, maybe you want to give it a try and test, if the stat module fits your needs. If not, we ofcourse can create a stats module that is specific for your needs Just drop us a message to sales@otrs.com to define the details.

Andy Lubel

Regards, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!

I have loaded the beta on a test system , however I do not see the "Agent" restriction or option in any of the Steps , will it be incorporated in the final release? Also , will there be an option to specify your own valid criteria , by this I basically mean a GUI for using SQL queries :) It looks great so far !! keep it up guys!! Andy Lubel wrote:

Thanks, I have the beta, need to brush up on my german! I like where you are going with this feature by the way!

On 8/18/06 5:03 AM, "Christian Schoepplein" wrote:

...

Hi Andy,

On Thu, Aug 17, 2006 at 04:10:19PM -0400, Andy Lubel wrote:

...

In Stats, OTRS has a great Time Accounting selection that details the amount of time spent to handle each customer. This is good but we also need the accumulated time actually spent on any given ticket (i.e., by owner).

I have tried to develop a SQL statement to do this using the time_accounting table but the time units used in this table do not match what you see if you pull up a ticket, zoom it and look under Accounted Time in the right hand column.

Essentially a SQL statement that shows: How much time does it take person 'x' to work each ticket?

Have you tested the new stats module in the upcomming OTRS 2.1? The first beta of OTRS 2.1 is out, maybe you want to give it a try and test, if the stat module fits your needs.

If not, we ofcourse can create a stats module that is specific for your needs Just drop us a message to

sales@otrs.com

to define the details.

...

Andy Lubel

Regards,

Christian