[SOLVED]ITSM Stats report with zeros

[bkbarbon]

Hi,

I made some tests with average time response report but every single time those reports always show 0 (zero) as average time response.

Is there a problem with those reports?

Is there a background routine that should be included in crontab?

PS: My installation is OTRS 2.4.7 with ITSM 2.0.1 using Oracle XE. All components running on linux platform.

Thanks,
Bernardo

[bkbarbon]

Hi,

I don't speak German however I found a topic ( http://forums.otrs.org/viewtopic.php?f=35&t=5840 ) that is the answer for this question.

I had to define the escalation time on SLA or in Queue after done that all ticket's stats fields had been filled.

Thanks anyway,
Bernardo

[bkbarbon]

So, Back to square zero!

I saw in the database the fields were filled but the average time reports (in stats module) still show zeros.

Just in case, I tried to simulate this problem in OTRS Online Demo and I did it!

So I don't know what to do because my installation and the OTRS Online Demo are shown the same behavior.

Please someone could explain to me how the average time response stats works.

Thanks,
Bernardo

[bkbarbon]

Sorry to bump this topic!

But We are on the edge to deploy our OTRS and I didn't make the ITSM reports work!

Please if anyone know anything I will be gratefull!

Best Regards,
Bernardo

[Holger Erb]

Hi,
we have exactly the same behaviour after our update from 2.4.4 to 2.4.8.
We have a few reports defined where we query for object-types "ITSMAverageSolutionTime".
All reports were fine before the update but now we are receiving 0 values for hours/minutes/seconds.

We have other reports where we query object-types "TICKET......" , they are all ok after the update.

[bkbarbon]

Hi,

We applied OTRS 2.4.8 with ITSM 2.0.3 and the problem still there.

However, When we installed ITSM 2.1.1 on OTRS 2.4.8 this problem has been fixed.

All reports worked fine!

So the solution we found for this problem was update all installation to the last stable version (OTRS 2.4.8 and ITSM 2.1.1)

Thanks to All,
Bernardo