Hi Gabriele,
Gabriele D'Andrea schrieb:
Hi Alex
---
State-changes are recorded in ticket_history with writing in
ticket_history.names '%%prev_state%new_state%%'.
You just query for '%closed successful%', so you also receive all
tickets with prev_state = 'closed sucessful'. Correct would be
'%\%\%closed sucessful\%' (if '%' is masked within SQL as '\%' - I don't
know).
---
Yes, I know, but since I filtered only closed tickets (WHERE
t.ticket_state_id=2), it's not necessary cause the last state_change is
surely the ticket closing.
Sorry, I didn't see that.
However you are right, a more accurate clause would be the following
... AND th.name LIKE '\%\%%\%\%closed successful%'
---
> This is still not a perfect measurement of time spent to close the
> ticket, but is good enough for my purposes at the moment. Let's say that
> a ticket is closed, then reopened, then closed again: then I'm not able
> to calculate the time the ticket remained closed the first time. To do
> this, I think I need to use some programming language (like PHP or
> Perl), and maybe I'll do it later.
You can write a Static-stats-OTRS-module for this.
---
I know, but I don't know anything about Perl!!! :P
Me too, but with using templates and some kind of perl tutorial, you can
get into this.
But also note that the statistic framework is not my no. 1 tool for
making stats in the future.
I think OTRS is a great ticket-system, but there are several specialized
tools for making stats - currently, I have a look to JasperReports.
Bye
Gabriele
Bye, Alex
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