Stat of new -> open state change

Moderator: crythias

Locked
nickeswede
Znuny newbie
Posts: 10
Joined: 13 May 2013, 16:01
Znuny Version: 3.2.3
Real Name: Niklas Andersson
Company: Fiberdata AB

Stat of new -> open state change

Post by nickeswede »

Hi,

The company i'm working for have a KPI that says: A ticket should never be more than 4 hours in the state "NEW" until someone starts working with it thus changing the state to something else.

How can I pull statistics for this? do I need to do it manually using SQL?

Thanks!
/Niklas
KlausNehrer
Znuny ninja
Posts: 1312
Joined: 25 May 2012, 08:51
Znuny Version: OTRS 4
Real Name: Klaus Nehrer

Re: Stat of new -> open state change

Post by KlausNehrer »

Generic agent?
nickeswede
Znuny newbie
Posts: 10
Joined: 13 May 2013, 16:01
Znuny Version: 3.2.3
Real Name: Niklas Andersson
Company: Fiberdata AB

Re: Stat of new -> open state change

Post by nickeswede »

Yes, generic user
KlausNehrer
Znuny ninja
Posts: 1312
Joined: 25 May 2012, 08:51
Znuny Version: OTRS 4
Real Name: Klaus Nehrer

Re: Stat of new -> open state change

Post by KlausNehrer »

No, you should configure generic agent.
nickeswede
Znuny newbie
Posts: 10
Joined: 13 May 2013, 16:01
Znuny Version: 3.2.3
Real Name: Niklas Andersson
Company: Fiberdata AB

Re: Stat of new -> open state change

Post by nickeswede »

How would that help me get the statistics that i need to provide?
Locked