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 <juergen.mn...@pkv.de> wrote: > Hello! > > > > I am oft he opinion, that I have a very normal situation J > > > > 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 example) – > how many tickets have been solved within the sla and how many have > escalated (the sum of those two values must be the number of all closed > tickets). > > > > When looking on the database-entries I found out (I hope that this is > correct) that – as long as the tickets are not closed – the > escalation_solution_time is the value I can compare to. > > > > When any ticket is closed, this (and all the other escalation_time values) > are reset to zero (that’s coded in ticket.pm). > > > > I think it is absolutely normal that you want or even need to report on > your SLA-compliance. > > > > How can I reach my goal? How do you do report your SLA-compliance? > > > > 1. Change the code in ticket.pm (or is there any good reason why the > values are reset to zero)? > > 2. Is there a statistic I did not find? > > 3. Are there any other database tables and/or entries that I could use? > > 4. Any other idea…??? > > > > Any help is welcome!!! > > > > Thanks, > > Jürgen. > > --------------------------------------------------------------------- > 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 >
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