Varying reports for solution time escalations. what could be the reason

Katta, Lokesh Katta Subramanyam

10 Oct 2009 10 Oct '09

11:07 a.m.

Hi All, I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates. For eg. On a Queue <XYZ> there were 10 solution time escalations for the month of September when the report was executed on October 5th. Again when we ran the same report on October 10th the escalations are 5. What could be the reason? Please help. Thanks and Regards, Lokesh

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Katta, Lokesh Katta Subramanyam

13 Oct 13 Oct

1:06 p.m.

New subject: Escalation times are cleared when the ticket is closed what could be the reason?

Hi All, Whenever an escalated ticket is closed, all the escalations for the ticket are cleared, because of which we are getting wrong reports when we try to generate a report for the number of solution time escalations happened in a particular month. So is it correct to clear the escalations when ticket is closed? Is there any alternative to keep this escalation times so that we can get the correct report on a monthly basis? Is there any alternative to get the number of escalations that have happened for any specific period. Thanks and Regards, Lokesh K S ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Saturday, October 10, 2009 4:37 PM To: User questions and discussions about OTRS. Subject: [otrs] Varying reports for solution time escalations. what could bethe reason Hi All, I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates. For eg. On a Queue <XYZ> there were 10 solution time escalations for the month of September when the report was executed on October 5th. Again when we ran the same report on October 10th the escalations are 5. What could be the reason? Please help. Thanks and Regards, Lokesh

Katta, Lokesh Katta Subramanyam

14 Oct 14 Oct

4:36 a.m.

New subject: Escalation times are cleared when the ticket is closedwhat could be the reason?

Hi All, As there are no replies to this thread, I am wondering if anyone has not faced this as an issue, or if I am the only one facing this issue. However this is a burning issue for us, since we have to provide the number of escalations and associated details to higher-ups on a monthly basis and due to this I am able to see only escalations that are not closed. Any help is greatly appreciated. Thanks and Regards, Lokesh ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Tuesday, October 13, 2009 6:37 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Escalation times are cleared when the ticket is closedwhat could be the reason? Hi All, Whenever an escalated ticket is closed, all the escalations for the ticket are cleared, because of which we are getting wrong reports when we try to generate a report for the number of solution time escalations happened in a particular month. So is it correct to clear the escalations when ticket is closed? Is there any alternative to keep this escalation times so that we can get the correct report on a monthly basis? Is there any alternative to get the number of escalations that have happened for any specific period. Thanks and Regards, Lokesh K S ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Saturday, October 10, 2009 4:37 PM To: User questions and discussions about OTRS. Subject: [otrs] Varying reports for solution time escalations. what could bethe reason Hi All, I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates. For eg. On a Queue <XYZ> there were 10 solution time escalations for the month of September when the report was executed on October 5th. Again when we ran the same report on October 10th the escalations are 5. What could be the reason? Please help. Thanks and Regards, Lokesh

Katta, Lokesh Katta Subramanyam

9:27 a.m.

New subject: Escalation times are cleared when the ticket isclosedwhat could be the reason?

Hi All, Just wanted to add that we are using otrs 2.3.4 without ITSM. Any help is greatly appreciated. Thanks and Regards, Lokesh ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Wednesday, October 14, 2009 10:06 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Escalation times are cleared when the ticket isclosedwhat could be the reason? Hi All, As there are no replies to this thread, I am wondering if anyone has not faced this as an issue, or if I am the only one facing this issue. However this is a burning issue for us, since we have to provide the number of escalations and associated details to higher-ups on a monthly basis and due to this I am able to see only escalations that are not closed. Any help is greatly appreciated. Thanks and Regards, Lokesh ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Tuesday, October 13, 2009 6:37 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Escalation times are cleared when the ticket is closedwhat could be the reason? Hi All, Whenever an escalated ticket is closed, all the escalations for the ticket are cleared, because of which we are getting wrong reports when we try to generate a report for the number of solution time escalations happened in a particular month. So is it correct to clear the escalations when ticket is closed? Is there any alternative to keep this escalation times so that we can get the correct report on a monthly basis? Is there any alternative to get the number of escalations that have happened for any specific period. Thanks and Regards, Lokesh K S ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Saturday, October 10, 2009 4:37 PM To: User questions and discussions about OTRS. Subject: [otrs] Varying reports for solution time escalations. what could bethe reason Hi All, I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates. For eg. On a Queue <XYZ> there were 10 solution time escalations for the month of September when the report was executed on October 5th. Again when we ran the same report on October 10th the escalations are 5. What could be the reason? Please help. Thanks and Regards, Lokesh

Shawn Beasley

6:35 p.m.

New subject: Escalation times are cleared when the ticket isclosedwhat could be the reason?

Hi, The best way to find out about escalations is to parse this history. If you like, custom reports can be designed for you by a professional OTRS development company like OTRS AG. Send a mail to enjoy@otrs.com Havel a great day. On Oct 14, 2009, at 11:27 , Katta, Lokesh Katta Subramanyam wrote:

...

Hi All,

Just wanted to add that we are using otrs 2.3.4 without ITSM.

Any help is greatly appreciated.

Thanks and Regards, Lokesh

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Wednesday, October 14, 2009 10:06 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Escalation times are cleared when the ticket isclosedwhat could be the reason?

Hi All,

As there are no replies to this thread, I am wondering if anyone has not faced this as an issue, or if I am the only one facing this issue. However this is a burning issue for us, since we have to provide the number of escalations and associated details to higher- ups on a monthly basis and due to this I am able to see only escalations that are not closed.

Any help is greatly appreciated.

Thanks and Regards, Lokesh From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Tuesday, October 13, 2009 6:37 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Escalation times are cleared when the ticket is closedwhat could be the reason?

Hi All,

Whenever an escalated ticket is closed, all the escalations for the ticket are cleared, because of which we are getting wrong reports when we try to generate a report for the number of solution time escalations happened in a particular month.

So is it correct to clear the escalations when ticket is closed? Is there any alternative to keep this escalation times so that we can get the correct report on a monthly basis?

Is there any alternative to get the number of escalations that have happened for any specific period.

Thanks and Regards, Lokesh K S

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Saturday, October 10, 2009 4:37 PM To: User questions and discussions about OTRS. Subject: [otrs] Varying reports for solution time escalations. what could bethe reason

Hi All,

I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates.

For eg. On a Queue <XYZ> there were 10 solution time escalations for the month of September when the report was executed on October 5th. Again when we ran the same report on October 10th the escalations are 5.

What could be the reason?

Please help.

Thanks and Regards, Lokesh --------------------------------------------------------------------- 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

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Katta, Lokesh Katta Subramanyam

15 Oct 15 Oct

2:39 p.m.

New subject: Escalation times are cleared when the ticketisclosedwhat could be the reason?

Hi Shawn, Thanks for the suggestion. I will try to parse this history and if not will contact OTRS AG. Best Regards, Lokesh ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Shawn Beasley Sent: Thursday, October 15, 2009 12:06 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Escalation times are cleared when the ticketisclosedwhat could be the reason? Hi, The best way to find out about escalations is to parse this history. If you like, custom reports can be designed for you by a professional OTRS development company like OTRS AG. Send a mail to enjoy@otrs.com Havel a great day. On Oct 14, 2009, at 11:27 , Katta, Lokesh Katta Subramanyam wrote: Hi All, Just wanted to add that we are using otrs 2.3.4 without ITSM. Any help is greatly appreciated. Thanks and Regards, Lokesh ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Wednesday, October 14, 2009 10:06 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Escalation times are cleared when the ticket isclosedwhat could be the reason? Hi All, As there are no replies to this thread, I am wondering if anyone has not faced this as an issue, or if I am the only one facing this issue. However this is a burning issue for us, since we have to provide the number of escalations and associated details to higher-ups on a monthly basis and due to this I am able to see only escalations that are not closed. Any help is greatly appreciated. Thanks and Regards, Lokesh ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Tuesday, October 13, 2009 6:37 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Escalation times are cleared when the ticket is closedwhat could be the reason? Hi All, Whenever an escalated ticket is closed, all the escalations for the ticket are cleared, because of which we are getting wrong reports when we try to generate a report for the number of solution time escalations happened in a particular month. So is it correct to clear the escalations when ticket is closed? Is there any alternative to keep this escalation times so that we can get the correct report on a monthly basis? Is there any alternative to get the number of escalations that have happened for any specific period. Thanks and Regards, Lokesh K S ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Saturday, October 10, 2009 4:37 PM To: User questions and discussions about OTRS. Subject: [otrs] Varying reports for solution time escalations. what could bethe reason Hi All, I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates. For eg. On a Queue <XYZ> there were 10 solution time escalations for the month of September when the report was executed on October 5th. Again when we ran the same report on October 10th the escalations are 5. What could be the reason? Please help. Thanks and Regards, Lokesh --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

Leonardo Certuche

4 Jan 4 Jan

9:35 p.m.

New subject: Escalation times are cleared when the ticketisclosedwhat could be the reason?

Hi Lokesh, Greetings from Colombia, I wish you the best in this new year. I was reading your post from October about escalation times in OTRS and I'm also facing the same problem you reported, were you able to build such a report? would you mind sharing the SQL statement? :) hopefully I'm not asking for too much ;) Thanks!! Leonardo Certuche On Thu, Oct 15, 2009 at 9:39 AM, Katta, Lokesh Katta Subramanyam < lokesh.ks@cgi.com> wrote:

...

Hi Shawn,

Thanks for the suggestion. I will try to parse this history and if not will contact OTRS AG.

Best Regards,

Lokesh

------------------------------

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Shawn Beasley *Sent:* Thursday, October 15, 2009 12:06 AM

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Escalation times are cleared when the ticketisclosedwhat could be the reason?

Hi,

The best way to find out about escalations is to parse this history. If you like, custom reports can be designed for you by a professional OTRS development company like OTRS AG. Send a mail to enjoy@otrs.com

Havel a great day.

On Oct 14, 2009, at 11:27 , Katta, Lokesh Katta Subramanyam wrote:

Hi All,

Just wanted to add that we are using otrs 2.3.4 without ITSM.

Any help is greatly appreciated.

Thanks and Regards,

Lokesh

------------------------------

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Katta, Lokesh Katta Subramanyam *Sent:* Wednesday, October 14, 2009 10:06 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Escalation times are cleared when the ticket isclosedwhat could be the reason?

Hi All,

As there are no replies to this thread, I am wondering if anyone has not faced this as an issue, or if I am the only one facing this issue. However this is a burning issue for us, since we have to provide the number of escalations and associated details to higher-ups on a monthly basis and due to this I am able to see only escalations that are not closed.

Any help is greatly appreciated.

Thanks and Regards,

Lokesh ------------------------------

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Katta, Lokesh Katta Subramanyam *Sent:* Tuesday, October 13, 2009 6:37 PM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Escalation times are cleared when the ticket is closedwhat could be the reason?

Hi All,

Whenever an escalated ticket is closed, all the escalations for the ticket are cleared, because of which we are getting wrong reports when we try to generate a report for the number of solution time escalations happened in a particular month.

So is it correct to clear the escalations when ticket is closed? Is there any alternative to keep this escalation times so that we can get the correct report on a monthly basis?

Is there any alternative to get the number of escalations that have happened for any specific period.

Thanks and Regards,

Lokesh K S

------------------------------

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Katta, Lokesh Katta Subramanyam *Sent:* Saturday, October 10, 2009 4:37 PM *To:* User questions and discussions about OTRS. *Subject:* [otrs] Varying reports for solution time escalations. what could bethe reason

Hi All,

I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates.

For eg. On a Queue <XYZ> there were 10 solution time escalations for the month of September when the report was executed on October 5th. Again when we ran the same report on October 10th the escalations are 5.

What could be the reason?

Please help.

Thanks and Regards,

Lokesh

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Katta, Lokesh Katta Subramanyam
Leonardo Certuche
Shawn Beasley