Just been browsing the default stats supplied with OTRS, in particular, the one titled: "List of tickets closed, sorted by response time". When I run this, it shows the point in time that a first response and solution occurred, but the values for the fields below are sometimes '0', even though they have a definite Create Time and corresponding FirstResponseTime or SolutionTime.
FirstResponseInMin
FirstResponseDiffInMin
SolutionInMin
SolutoinDiffInMin
This makes this particular stat rather useless. Is there something else I need to configure to get this working?
Response times not showing in stats [SOLVED]
Moderator: crythias
Response times not showing in stats [SOLVED]
Last edited by Mothra on 14 Dec 2010, 14:19, edited 1 time in total.
OTRS 3.2.11 on Centos 6.4 with MySQL 5.0. Agents and internal customers authenticate via Active Directory.
Re: Response times not showing in stats
Never mind - I worked it out. Times such as FirstResponseInMin, SolutionTimeInMin etc. are only calculated if the ticket included a valid service that has an SLA with those times configured.
OTRS 3.2.11 on Centos 6.4 with MySQL 5.0. Agents and internal customers authenticate via Active Directory.