Average FirstResponseTime

[wpaoli]

Hi,

Is there a SQL SELECT or hidden feature of OTRS Stats to get the average FirstResponseTime of a Queue? I can connect my Excel to a custom view to see Quantity of Closed/New/Open/Pending Tickets over the time and "play" with PivotTables but I couldn't figure out howto get the average FirstResponseTime (from any table) yet. Do I have to work with the 'article' table?

Best regards,

[crythias]

Chances are, you'll need ticket_history.

[wpaoli]

Thanks for this fantastic FirstResponseTime! I'll try with this table and tell you tomorrow.

[krok15]

Hello wpaoli & crythias

I'm currently doing an internship and looking for some tips

I have to find a way to create a Csv file who you will be reporting :

- number of created/ close tickets for each group of users per month/group of users / user
- average time for closed tickets

is there is a way to do it directly in otrs with a pluging or should i code a script doing it ?

I'm not looking for a full answer but a lead to find my path

thanks for your support

Rémi

[wpaoli]

Hello Rémi,

I think that if you don't find a ticket report inside main OTRS Agent web (and I think that there must be one), you could create a SQL query to get this information and export it to CSV (with or without Excel).

Regards,

Walter