Statistics - Duration of a Ticket in one Queue

[pizzadood]

Is there any way to calculate how long one ticket stays in one queue? Or more specifically, how long does one ticket remain without a response in one queue.

[pizzadood]

Anyone?

[crythias]

Is there any way to calculate how long one ticket stays in one queue

Unless it has moved, it's NOW() - create date.

how long does one ticket remain without a response in one queue

Depends. Usually escalation (queue or sla) is involved with regard to this. Do you need a report on specific statistics, or do you need what escalation provides?

[pizzadood]

Thank you for the response, Cryhtias. The report I'm trying to generate is independent from escalation, I think. To be more specific, I'm looking for a way to generate a report that shows how long tickets stay in one queue regardless if it was moved from another queue or if the ticket was originaly created there... I was thinking of creating an extra dynamic field that just records the time an article was created so it would show on the statistics page. Am I on the right track?

[crythias]

I'd almost query that directly from ticket_history.

Here's a sample query to get you started:

Code: Select all

SELECT ticket.tn, ticket.title, ticket_history.name, ticket_history_type.name, ticket_history.create_time
FROM  `ticket` 
LEFT JOIN ticket_history ON ticket_history.ticket_id = ticket.id
LEFT JOIN ticket_history_type ON ticket_history.history_type_id = ticket_history_type.id
WHERE ticket_history_type.name =  "Move"
OR ticket_history_type.name =  "NewTicket"
OR (
ticket_history_type.name =  "StateUpdate"
AND (
ticket_history.name LIKE  '%closed successful\%\%'
OR ticket_history.name LIKE  '%closed unsuccessful\%\%'
)
)
ORDER BY ticket.tn

[pizzadood]

Again, thank you Cryhtias for the sample query. Is there anyway to apply this to OTRS' statistics module? Or do I have to use an external reporting tool?