Well, I realised that my writing was incomprehensible...so
I'm looking for the real time from the opening of a ticket and its closure
----- Original Message -----
From: Gabriele D'Andrea
To: User questions and discussions about OTRS.org
Sent: Saturday, June 16, 2007 2:44 PM
Subject: Re: [otrs] Trying to find out the time taken to close a ticket
No, I'm not looking for accounted time, I'm looking for the real freom the
opening of a ticket and its closure.
----- Original Message -----
From: LQ Marshall
To: 'User questions and discussions about OTRS.org'
Sent: Wednesday, June 13, 2007 11:13 PM
Subject: RE: [otrs] Trying to find out the time taken to close a ticket
May not understand the question... but are you refering to "accounted time"?
Seems that what you're looking for is already there?
Q
----------------------------------------------------------------------------
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gabriele
D'Andrea
Sent: Wednesday, June 13, 2007 4:06 PM
To: User questions and discussions about OTRS.org
Subject: [otrs] Trying to find out the time taken to close a ticket
I'm trying to make a custom report that can tell me, for every ticket, the
amount of time taken to close the ticket.
Since I can't find a module to do that, i'm trying to query mysql to
extract data I need.
But I'm not sure it's possible to retrieve the exact date when a ticket was
closed using only mysql.
Tickets are stored in the TICKET table, linked to the TICKET_HISTORY table,
that stores all the events regarding the tickets (e.g. ticket close, follow-up,
note etc.)
Then the TICKET_HISTORY table is linked to the TICKET_HISTORY_TYPE table,
that stores all the possible events.
Since it's possible to edit the ticket after it's been closed, there are
many occurences of CLOSED states in the ticket_history for the same ticket.
I should check for the action that made the ticket close, but it's not
possible to determine which of the many ticket_history_type determined the
closing.
I could select the first occurrence of CLOSED in TICKET_HISTORY, but what
if the ticket was closed, then reopend, then closed again?
I my reasoning right or am I missing something?
--
Gabriele D'Andrea
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