Hi Edgar - I'm just trying to say that it should show both - the more skillful calculated value of what the OTRS system operator would prefer - e.g. the elapsed-time-on-our-side figure - and the total elapsed. That way, you can QC it, going back to the customer and gently point out that the delay "seems to be more on your side..." and still use your preferred number as the default. If you lock it into the one way, there will be customers I assure you that will have a fit insisting to see the total elapsed (or, whatever number; always the one that is not there)! Therefore, you might as well have that option to show the "endpoints" - open, closed and elapsed - as well as your elapsed-time-on-our-side figure. That lets you massage it to fit each situation. Regards, Rick -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Edgar Meij Sent: Wednesday, June 29, 2005 10:18 PM To: otrs@otrs.org Subject: Re: [otrs] CSV Export On 6/24/05, Cogley, Rick wrote:

Thanks Edgar, and it does indeed clarify.

Since I am on the consulting side, I like your definition no matter the language ;) - the diagram makes it clear.

However, some customers might not accept that, so you might want to add in a calculated / derived field for the elapsed time, should that be what the client insists on. It really depends on how the contract is negotiated in the end. People are picky about things like that, but we would probably show both figures - time on our side, and total elapsed.

Hmmm, I don't quite agree. Depends on the viewpoint I guess... If you send a reply to a customer, and that person is out for a coffee/holidays/whatever and replies again, say, a week later, you want that to count as elapsed time as well? That would make things easier to calculate though.

Will the standalone module be able to export to a csv file from the command line, and if so, can I start testing early? I will feed back to you what I find. It will be interesting to see if everything in utf-8 exports correctly.

Right now it has a web-based CGI frontend, but if you know the variables you want, you can indeed use the 'perl some_script.pl start_date=01-01-2005 end_date=31-1-2005' syntax.

Best Regards, Rick

Kind regards, Edgar 'An approximate answer to the right question is worth a great deal more than a precise answer to the wrong question' _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/