Problem with Reporting the SolutionTimeInMinutes

[sanemogi]

Hello,

I have setup a report to show among other attributes the "SolutionInMinutes" for closed tickets.

However, in the report I am getting "0" for every ticket. All tickets have a Service and SLA assigned.

I cannot find the reason for this, any suggestions ?

thank you,
Spyros

[sanemogi]

Just for update, these are the attributes for the Report:

Attributes to be printed:
Number
Ticket#
Title
Created
Close Time
Queue
CustomerID
Service
SolutionInMin
CallerFrom
CallerID
Ticket Type

[jojo]

Is the ticket already solved? If yes the value will be 0 as you described. Try SolutionDiffInMin to get a value showing the difference between your solution time and the escalation time.

If positive you were faster, if negative you were slower

[sanemogi]

The problem was solved just by putting a value in the "Escalation - Solution Time:" in the SLA configuration.

Previously I have left the "Escalation - Solution Time:" = 0 , meaning no escalation. That it seems caused the SolutionTime not to be calculated.