Measure Time Spent on Tickets by Each Layer

[zuser]

Hi all,

Assume we have several layers of technical people, for example L1, L2 and L3. We want to be able to extract the statistics of amount of time spent on tickets by each layer. If a dedicated Queue be created corresponding to each layer, would it be possible to meet this requirement by using OTRS stats module? and how?

Thank you.
OTRS version: 3.3.10

[jojo]

yes, there is a OTRS Business Solution Feature for this

[zuser]

Hi,

In this page: https://www.otrs.com/solutions/, I see several business options. Can you please tell us which one should we going with? And do these business solutions come as independent OTRS installations or as extensions/modules which can be applied to the community version installation?

Thanks.

[jojo]

https://www.otrs.com/feature-add-on/ext ... t-stats-2/