Hello everyone,
I am a company's new IT administrator, the company is using OTRS Help Desk 3.1.7 to handle customer's tickets.
The task I have been assigned is to generate account (customer) based reports showing: subject, response time & fix time. I am not familiar with the OTRS system, but I've looked around and found out there is a STATISTICS part in the top navigation bar, it shows various filters, like "List of tickets closed, sorted by response time" etc.
I think that's where I should start to design or add a custom filter, or whatever you may call it lol, i also took a look on some pre generated reports and realized there are some default fields for the ticket statuses, like Opened, First lock, Closed, Fix time.. etc.
So now, here's what the company (expects) the report to look like:
<Customer Account Name>
Subject Response Time Fix Time
Subject 1 here <response time> <fix time>
Subject 2 here <response time> <fix time>
Subject 3 here <response time> <fix time>
------------------------------------------------------------------------------------------------------------------------------------
Average <avg. response time> <avg. fix time>
Please note:
the <response time> should be equal to <first lock time> - <opened time>
the <fix time> should be equal to <closed time> - <opened time>
That's about it, any help would be GREATLY appreciated.
Help needed with reports generation
Moderator: crythias