Hi, Can you please tell which table should be used ?Need to find two values > from tables > 1. First Response time > 2. Resolution time as per SLA mins. > Also, the resolution time should be as per SLA. >
Funnily, I jsut spent the day creating that. For the first response time, you can just use MIN(ticket_history.create_time) for the last StateUpdate. FDor the solution time, that depends on what you define as the solution time. OTRS itself calculates the diff between MAX(ticket_history.create_time) and ticket.create_time, using its WorkingTime method that dfepends on defined calendars. These values are not stored in the database, and I use the SOAP API to retrieve it (and it is cached in the database). FInd attached the necessary files. Cheers, Nik -- Dominik George Service & Wartung tarent solutions GmbH Telefon +49 228 54881-319 Rochusstraße 2-4, D-53123 Bonn • http://www.tarent.de/ Tel: +49 228 54881-0 • Fax: +49 228 54881-235 HRB AG Bonn 5168 • USt-ID (VAT): DE122264941 Geschäftsführer: Dr. Stefan Barth, Kai Ebenrett, Boris Esser, Alexander Steeg
functions.sql
Description: application/sql
tables.sql
Description: application/sql
views.sql
Description: application/sql
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