Need help on SLA report

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schirunomula
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Joined: 23 Aug 2011, 13:11
Znuny Version: 3.0.8
Real Name: santhosh kumar chirunomula
Company: Infosys

Need help on SLA report

Post by schirunomula »

We have to create reports every week or specific interval for below scenarios.

1) Number of tickets which are closed with out any SLA escalation?
2) Number of tickets which are not responded in given first response time?
3) Number of tickets which are not responded with in given updated time?
4) Number of tickets which are not solved in given solution time?
We need this reports in excel format.
We are working OTRS 3.0.5 version and Data base SQL Server 2008 R2.
Kindly help , how can I proceed to create above mentioned reports.
Wolfgangf
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Joined: 13 Apr 2009, 12:26
Znuny Version: 6.0.13
Real Name: Wolfgang Fürtbauer
Company: PBS Logitek GmbH
Location: Pinsdorf

Re: Need help on SLA report

Post by Wolfgangf »

AFAIK unfortunatelly there is no standard way to get this reports
forthermore, it is not yet written to the database
All solutions I heard about are to be developed
Produktiv:
OTRS 6.0.13/ ITSM 6.0.13
OS: SUSE Linux (SLES 12, Leap), MySql 5.5.x, 5.6.x
Windows 2012 AD Integration (agents and customers), Nagios integration (incidents, CMDB), Survey, TimeAccounting
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