Hi everyone,
Maybe someone can share SQL query wchich displays solution time for each ticket, but without time when ticket was in pending state.
I cannot find it on this forum, thanks in advance.
TJL.
Solution time query
Moderator: crythias
Solution time query
OTRS 3.1.10 on CentOS and MySql. Auth for customers and agents via both Active Directory and local database.
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crythias
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Re: Solution time query
It doesn't exist because it's nontrivial to get right.
If you want to do it, you'll need to go through your article list by ticket, by date and find when the state changes to pending or closed, sum up the time, find when the state changes back to non-pending, add additional time until pending again or closed.
The good news is that you only need to look in the article table to get this information (as long as you know the state_ids that are pending and closed, as well as the given ticket_id).
If you want to do it, you'll need to go through your article list by ticket, by date and find when the state changes to pending or closed, sum up the time, find when the state changes back to non-pending, add additional time until pending again or closed.
The good news is that you only need to look in the article table to get this information (as long as you know the state_ids that are pending and closed, as well as the given ticket_id).
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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