Hi Gabriele,
Gabriele D'Andrea schrieb:
Hi Alex,
I'm sorry to bother you once again.
I'm trying to figure out what exactly your stats mean:
I guess they report every state change to a given state:
i.e.: I'm interested in knowing the time needed to close a ticket, so I
created a new State_Changes_Specific report, which shows all "closed
succesfully" tickets.
This is not the purpose of my statistic.
As a mentioned some mails before: I think ticket-closure is cannot be a
singulare moment - one ticket can be reopened and closed once again
later. So I did not write a stat for measuring duration till ticket-closure.
Of course, one could write a statistic for measuring duration from
ticket-creation to latest ticket-closure. But the results are not static
and are changed if a ticket is reopened.
That's the report generated in a test environment
State_Changes_Specific 2007-05 closed successful stampato da Admin
OTRS ([EMAIL PROTECTED]) 18/06/2007 06:53:11
next state Ticket# Customer# 24hdiff Servicediff
pending reminder 2007051710000035 FATER 0.01 0.02
open 2007051710000035 FATER 0.02 0.03
open 2007051510000128 ecohmedia 0.03 0.03
open 2007051610000055 0.10 0,10
open 2007051610000055 17.33 6.93
What I realised, is that each row represents a ticket closing, right?
What I can't understand very well, is:
- next state: what does it exactly mean? maybe the previous state before
the closing?
- 24hdiff & Servicediff: what time interval does it refer to? and in
what time unit?days?
You have to select a month (m) and a state (s).
You then receive all state-changes that occured within the month m and
ended the state s of a ticket.
The data returned shows, among others:
* the "next state" of the ticket
* the duration of the state s, calculated
- with 24h-base (Diff_24h)
- just within the service-hours (Diff_Service)
The values represent hours.
Thank you for your patience :P
Gabriele
Bye, Alex
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