Hello,
I'm having a hard time understanding the time variables available in the
stats module (for dynamic-object "TicketList"') of my OTRS 2.4.7 system
or finding consistent documentation about those.
I got a few closed tickets and I'd like, for instance, to be able to
produce a ticket list with the response time and resolution time for
each ticket.
I tried many variables, all the FirstResponse* attributes are set to 0.
Same goes for SolutionTime*. I thought one of those attributes would be
the time difference between, for instance, the time when the ticket was
created and the time when it was closed. But I may be missing something
important here...
The tickets have been through regular states (new -> open -> close).
I'd be gratefull if anyone could share some insight on ticket list
reports with response and resolution time, and how it can be done.
Thank you so much,
John VB.
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