Hi Gabriele,
Gabriele D'Andrea schrieb:
Hi Alex,
are you looking
(a) for the gap between ticket-creation and -closure?
This could be easily calculated from DB-entries if ticket-closure-time
would be a singulare event, but tickets can always be reopened. Even
if you configure otrs that the customer can't do that, the agent can
always reopen a ticket.
Yes, I'm looking for this, and it's what i tried to explain:
I think it's not possible to calculate the time between ticket creation
and closure, due to the partciular database design.
Why shouldn't is be possible.
Within the ticket-history, just lookup the dates of ticket-creation and
state-change to a close-state-type. That's the gap between creation and
the selected ticket-closure.
Gabriele
Bye, Alex
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