I don't have the database schema in front of me right now, but it sounds like you would probably want to query the ticket history for closing events, ordered by date descending, with a limit of one result?
-----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gabriele D'Andrea Sent: Sunday, June 17, 2007 11:35 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Trying to find out the time taken to close a ticket > Why shouldn't is be possible. > Within the ticket-history, just lookup the dates of ticket-creation and > state-change to a close-state-type. That's the gap between creation and > the selected ticket-closure. But how can I retrieve the state_change? I can lookup for ticket "close succesful" state, but there are plenty if operations have been executed after the ticket closure... ----- Original Message ----- From: "Alexander Scholler" <[EMAIL PROTECTED]> To: "User questions and discussions about OTRS.org" <[email protected]> Sent: Monday, June 18, 2007 8:22 AM Subject: Re: [otrs] Trying to find out the time taken to close a ticket > Hi Gabriele, > > Gabriele D'Andrea schrieb: >> Hi Alex, >> >>> are you looking >>> (a) for the gap between ticket-creation and -closure? >>> This could be easily calculated from DB-entries if ticket-closure-time >>> would be a singulare event, but tickets can always be reopened. Even if >>> you configure otrs that the customer can't do that, the agent can always >>> reopen a ticket. >> >> Yes, I'm looking for this, and it's what i tried to explain: >> I think it's not possible to calculate the time between ticket creation >> and closure, due to the partciular database design. > > Why shouldn't is be possible. > Within the ticket-history, just lookup the dates of ticket-creation and > state-change to a close-state-type. That's the gap between creation and > the selected ticket-closure. >> >> Gabriele > > Bye, Alex > _______________________________________________ > 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 or consulting for your OTRS system? > => http://www.otrs.com/ > > > > > _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
