escalation times

[rvaldomir]

Hi,

I'm wondering how to get the time when the sla stops counting because a solution or a first response was achieved before/after the escalation?

the fields on the ticket table will be set to zero once the first response is added or ticket is closed.

a SQL query?

a trigger to store those times in other table?

the service time is the "escalation_{update|solution}_time - timenow " right?

[rvaldomir]

any help?