Hi,
Please prove me wrong before I go nuts.
I need statistics on time elapsed from a ticket arrives in state NEW until one of our agents does anything with the ticket (makes a note or replies etc)
ONLY considering business hours.
We have a client with a agreement stating that we should start working with tickets within 4hours during business hours and we need to show stats on this.
Please please please help us with this...
/Niklas
Statistics on NEW-OPEN on business hours
Moderator: crythias
-
nickeswede
- Znuny newbie
- Posts: 10
- Joined: 13 May 2013, 16:01
- Znuny Version: 3.2.3
- Real Name: Niklas Andersson
- Company: Fiberdata AB
-
crythias
- Moderator
- Posts: 10170
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Statistics on NEW-OPEN on business hours
This is difficult because there is no easy way to handle any transition outside business hours.
Read this thread: viewtopic.php?f=53&t=14242
Read this thread: viewtopic.php?f=53&t=14242
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask