nformation Systems
Mama Fu's Franchise Group
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Alvaro
Cordero
Sent: Monday, April 25, 2016 10:46 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Determine number of closed tickets that were solved within
I believe your solution is simpler than that. There is a stat for what you
are trying to accomplish,
You can use either one of the objects for SLA accounting
ITSMTicketSolutionTimeAverage, ITSMTicketFirstLevelSolutionRate, List of
Tickets and sort by SolutionTimeDiff where if you SLA was reached t
Hello Jürgen,
You can create a database trigger that stores the escalation_solution_time
in a table of your own before its value gets reset by ticket.pm.
On 25 April 2016 at 09:04, Mnich, Jürgen wrote:
> Hello!
>
>
>
> I am oft he opinion, that I have a very normal situation J
>
>
>
> We config
Hello!
I am oft he opinion, that I have a very normal situation :)
We configured services and SLAs a few days ago and got a little familiar with
the escalation configuration.
Actually we only use solution-times for the time being.
Now I want to determine - for all tickets closed last week (for
