Hi list,
Perhaps I'm not doing it right but I'm trying to find a way to
have the solutiontime discounting the time when the ticket stood on pending and
also the time when it stood as closed.
Below you have 1) Report Result and 2) Ticket_History query for
this very ticket.
Any clue anyone!?!?! Thx so much in advance.
Ticket#
Created
Close Time
Priority
CustomerID
SLA
FirstResponse
FirstResponseInMin
SolutionTime
SolutionInMin
1010
24/02/2010 11:12
24/02/2010 12:17
3 Normal
IT
P2 - 4hs
24/02/2010 11:45
33
24/02/2010 12:17
65
Ticket_History.id
Ticket_History. Create_Time
Ticket_History.Name
Ticket_Status.Name
Ticket_History_Type.Name
174
2010-02-24 11:36:02.467
%%new%%open%%
open
StateUpdate
181
2010-02-24 11:52:25.780
%%open%%pending auto close+%%
pending auto close+
StateUpdate
185
2010-02-24 11:55:46.933
%%pending auto close+%%open%%
open
StateUpdate
189
2010-02-24 11:56:09.513
%%open%%closed successful%%
closed successful
StateUpdate
193
2010-02-24 12:08:23.937
%%closed successful%%open%%
open
StateUpdate
196
2010-02-24 12:09:19.267
%%open%%closed successful%%
closed successful
StateUpdate
198
2010-02-24 12:11:29.313
%%closed successful%%pending auto close+%%
pending auto close+
StateUpdate
202
2010-02-24 12:16:48.423
%%pending auto close+%%open%%
open
StateUpdate
205
2010-02-24 12:17:00.827
%%open%%closed successful%%
closed successful
StateUpdate
Regards / Saludos / Cordialmente,
Estevam Viragh
Technology Manager
+55 11 4501-9426 T
+55 11 4501-9436 F
+55 11 7605-4538 M
[email protected] <mailto:[email protected]>
Sitel
Achilles Orlando Curtolo, nº 499
Barra Funda - São Paulo
01144-010 Brasil
+55 11 4501 940
www.sitel.com <http://www.sitel.com/>
P Please consider the environment before printing this mail.
**CONFIDENTIAL NOTICE**
This e-mail and any files transmitted with it may contain PRIVILEGED or
CONFIDENTIAL information and may be read or used only by the intended
recipient. If you are not the intended recipient of the e-mail or any of its
attachments, please be advised that you have received this e-mail in error and
that any use, dissemination, distribution, forwarding, printing, or copying of
this e-mail or any attached files is strictly prohibited. If you have received
this e-mail in error, please immediately purge it and all attachments and
notify the sender by reply e-mail.
---------------------------------------------------------------------
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/
