Question about statistics

[mic]

Hello.

I'm fresh 'admin' of OTRS potral and thanks for your understanding.
I have a question about statistics module.

There are few implemented statistics but I can't generate anything. In every generated documents I still have only 0 (zeros).
I guess that I have to enter some numbers in every reply/action but I don't know nothing about format - it has to be in hours? minutes?

And if somebody help me with creating new statistic - I would like to have document where I'll have every OTRS users with time that they spent on some tickets. Is there any chance to create this report?

Thank you in advance.
I'll be very grateful for any help.

[wurzel]

Hi,

yes, this is possible. You can define the 'work units' for yourself if it is minutes/hours or whatever in sysconfig. Just change it to your needs.

For stats for agents you have to enable them in sysconfig. Search for Agent Stats.

Florian

[mic]

Florian,

thank you for answer.
Can I define work unit from OTRS website or I have to change this in config file?

Thank you,
Michael.

[crythias]

The work unit is defined outside of OTRS as per your business policy. In my case, our business defines a work unit as 1 = 1 hour, 0.25= 15 minutes. (We do this because it's easier to multiple toward our billable hour in reports)
It could be the work unit is in minutes: 15=15 minutes.

Perhaps a helpful query: viewtopic.php?t=12546

[mic]

thank you crythias,

but still - do I have to change something if I want to define a work unit as 1 = 1 hour ?
because even If I write something as work unit in my ticket then in statistics I still have nothing

BR, Michael.

[wurzel]

Hi,

yes, set the value for (time units) in (hour)
this is in sysconfig.

Floria