Stats on answer for one ticket

[legmurd]

Hi everybody,

My customer relationships use OTRS in a large way, and we are totally satisfied by this product.

But I try to obtains a particular statistics : I need to know how many answers a single Ticket can have before he was closed.

Thanks for your help.

[crythias]

Explicitly define "answer". Are you looking for *any* number of agent-external-email? What about notes? If an agent says, "send more information", does that count as an "answer"?

[legmurd]

What about notes?

: No that's not an answer for me

If an agent says, "send more information", does that count as an "answer"

: Yes, it's typically this type of answers than I need for my purpose.

[crythias]

you can perform a sql count on the number of articles that match the type of article that counts (external-email) and sender type = agent.