Hi there, What Carolina asks is the way IT outsourcing providers want their service to be measured and we haven't been able to achive it. We tried to move tickets to a queue or an SLA associated to calendars without working ours but once you move them back, they keep counting from created time.
The patch Wolfgang mention would be very helpful. Where can we grab a copy to give it a try? Besides that, although the reports available in ITSMServiceLevelManagement and otrs-manager are plenty, there seems to be missing reports that mesure working time spent on each ticket depending on the calendar associated. Does anyone have queries like that to share? Thanks in advance, Leonardo Certuche 301 284 6250 460 0727 ext 5559 leonardo.certuche AT itcon-ltda.com www.itcon-ltda.com Cra 31 # 54-10 TECNOSOFT Medellín, Colombia 2009/5/19 Fürtbauer Wolfgang <w.fuertba...@asamer.at> > Hi, > > As far as I know: no way to configure. > But if you,re using ITSM I posted a patch recently, which would help > > Best regards > Wolfgang > ------------------------------- > Wolfgang Fürtbauer > Head of IT > Asamer Holding AG > > ------------------------------ > *Von*: otrs-boun...@otrs.org > *An*: User questions and discussions about OTRS. > *Gesendet*: Tue May 19 23:41:28 2009 > *Betreff*: [otrs] Ticket Solution Time > Hello!!! > > I have a question related to the calculation of total ticket solution > time: Is it possible for OTRS to have like a "frozen" time which does not > affect the time of SLA? I have an example: > > Suppose you define a SLA called "High" and you define that ticket solution > time for this SLA is 1 hour. One day you receive a ticket with a High SLA at > 9:00 am, and according to the requeriment of customer you need to contact a > supplier to get a hardware component, this supplier tells you that this > component could give you 1 day after, so until that time you have to wait > and ticket can't be closed. If you are mesuring SLA and users who give > solution to tickets, you can realize that for the calculation of real ticket > solution time it is not correct to include that day you were wating for > supplier, because if, for example, you take this time you would have than > SLA was not achieved. > > Thanks. > > -- > Caro R. > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >
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