Hi Thiago, The *age *of a ticket is not what you'd most probably want to look at. If I have logged a ticket in 2006, it will have an *age* of 3 years by now.
What you'd most probably want to look at is the escalation solution time, which is stored on the ticket as an integer value in minutes. Generally, when doing calculations like this, you'd also want to take business hours into account, as well as holidays and such. If your business has operating hours of 9-18 on weekdays, and a ticket is logged on Friday 4 PM, and you fix it on Monday 9.30 AM, it has spent 2,5 business hours in the Open state. OTRS can handle this. Please check out "Setting up time related functions" in the manual: http://doc.otrs.org/2.4/en/html/c1667.html ((enjoy)) - Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany)<http://www.otrs.com/en/news-and-press/news-details/article/translate-to-english-otrs-at-the-13th-iir-service-desk-forum-2009/?tx_ttnews%5BbackPid%5D=51&cHash=ef91fa143e>and get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! On Tue, Nov 3, 2009 at 12:33 PM, Thiago Barroncas <thiago...@gmail.com>wrote: > Is there any way to change configuration so the timer stops after the > ticket is closed so I can keep track of how long on average it took for a > ticket to be addressed? > > Att, > > -- > ___________________________________ > Thiago Barroncas > email: thi...@barroncas.com > cel: + 55 (21) 9658-2140 > www.barroncas.com > ___________________________________ > > --------------------------------------------------------------------- > 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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