I am supposed to set up a bunch of statistics regarding our support via OTRS. So far so good except when it comes to the first response time.
I have played around with the statistics module of OTRS but the graphs I am creating are complete garbage (avg. response time of somethink like -50000 time units).
Personally I don't neccessarily have to use the build in statistics module. I would also be fine with an SQL statement or a proper tool that does that for me.
My ideal result would be an SQL querery that filters for positive and negative first respose times and takes business hours, hilidays and weekends into account. Since I am far from skilled in SQL I am seeking your help. If there is a tool out there that does such a thing with a nice GUI I would be fine with that too.
Another thing i'd like to have is to automate the reporting, one way or the other. That way I don't have to actually do anything to get the reports to my boss and subsequently can not forget getting the reports to him!!!
Am I aiming too high?
Regards
Fabian