Michiel, is it possible then to see how much it took to close a ticket? There's a default report 10007 List of tickets closed, sorted by solution time, and I thought it could help me to see that. I tried running it, but the tables SolutionInMin and SolutionDiffInMin are empty. Do you I need to change some settings or anything? Regards, Ilya -----Original Message----- From: Ilya Kornev To: Michiel Beijen Date: Wed, 18 Nov 2009 21:29:47 +0300 Subject: Re[2]: [otrs] calculating time

Michiel, thank you for the prompt reply. It'd be great to see feature like this in future versions of OTRS.

Regards, Ilya

-----Original Message----- From: Michiel Beijen To: Ilya Kornev , "User questions and discussions about OTRS." Date: Wed, 18 Nov 2009 16:53:41 +0100 Subject: Re: [otrs] calculating time

...

Hi Ilya,

The only way to achieve this would be to parse the ticket history. This is viable, but not convenient.

We are planning on having an updated SLA section which caters for these kind of scenarios; to make it easier to retrieve this kind of data from the system.

((enjoy)) - Michiel Beijen R&D

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On Wed, Nov 18, 2009 at 2:57 PM, Ilya Kornev wrote:

...

Hello.

We need to get the following kind of stats: how much time a ticket spent in state X how much time a ticket spent in state Y.

For example: 1) A customer sends a request 2) 1 hour later an agent asks him/her to provide additional info 3) 4 hours after that the customer sends additional info 4) An hour after that the problem is solved , ticket is closed.

The report should contain (among other things like ticket #, queue, owner etc.) something like that:

State Y (awaiting us) - 2 hours State X (awaiting customer) - 4 hours

Is there any possibility to do this?

Cheers, Ilya Kornev

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