Escalation Stats on closed tickets

[th13fp45s]

Hi,

I am trying to create a Stat about ALL escalated tickets in a month, but the OTRS just show the scalated tickets from open state... There some way to do that without extract this info directly from the MySQL?

Thanks.

[crythias]

escalated disappears (from what I've read in forum) once ticket is closed.

[th13fp45s]

crythias,

escalated disappears (from what I've read in forum) once ticket is closed.

I need to know how many tickets were escalated on February for example in any state, this info plus all tickets created on February, will give the % tickets solved according to SLA, do you agree? There some way to get this Stat on OTRS?

[crythias]

were escalated on February for example in any state, this info plus all tickets created on February, will give the % tickets solved according to SLA, do you agree?

No. Escalation doesn't (necessarily/have to) mean the SLA has been passed. It means (to my point of view), that you should be careful, because the SLA is about to be violated.

At least, that's what I'd want from escalation. If the SLA has been passed, it's already too late.

On the other hand, I really don't know enough about this to make a better statement about this for your situation.

What I'd be looking at is what happened and when, not when I was warned about it [not happening]. (Personal view, not necessarily the one you or others might hold.)

[th13fp45s]

On OTRS when the ticket is scalated is because the SLA has been passed (at least on default behavior)... Anyway, do you know any way to make a stat where I get the % of ticket solved according to SLA? On my point of view, this is a very basic report...

[crythias]

do you know any way to make a stat where I get the % of ticket solved according to SLA?

I don't. Especially because I don't know how to calculate that based upon off-hours, and I don't know how you'd determine the tickets that have been solved according to SLA.

(I don't mean to say that it's not possible. I mean to say that I don't know the answer because I don't know how to count what you request.)
I'm bowing out of this topic, though. It's beyond the scope of what I may be able to effectively answer.

[lduarte]

Dear th13fp45s,

I am the same problem. Any solution now?

Thanks.

[sujeeva]

Dear Friends,

I am also having the same issue. I need to see tickets of SLA breached. No matter whether those are closed or still open. This stat will be important to get the service level achievements improved.

This can be a general setting in SysConfig to get closed tickets also stats.

Thanks,
Sujeeva