Hi,
The company i'm working for have a KPI that says: A ticket should never be more than 4 hours in the state "NEW" until someone starts working with it thus changing the state to something else.
How can I pull statistics for this? do I need to do it manually using SQL?
Thanks!
/Niklas
Stat of new -> open state change
Moderator: crythias
-
- Znuny newbie
- Posts: 10
- Joined: 13 May 2013, 16:01
- Znuny Version: 3.2.3
- Real Name: Niklas Andersson
- Company: Fiberdata AB
-
- Znuny ninja
- Posts: 1312
- Joined: 25 May 2012, 08:51
- Znuny Version: OTRS 4
- Real Name: Klaus Nehrer
Re: Stat of new -> open state change
Generic agent?
-
- Znuny newbie
- Posts: 10
- Joined: 13 May 2013, 16:01
- Znuny Version: 3.2.3
- Real Name: Niklas Andersson
- Company: Fiberdata AB
Re: Stat of new -> open state change
Yes, generic user
-
- Znuny ninja
- Posts: 1312
- Joined: 25 May 2012, 08:51
- Znuny Version: OTRS 4
- Real Name: Klaus Nehrer
Re: Stat of new -> open state change
No, you should configure generic agent.
-
- Znuny newbie
- Posts: 10
- Joined: 13 May 2013, 16:01
- Znuny Version: 3.2.3
- Real Name: Niklas Andersson
- Company: Fiberdata AB
Re: Stat of new -> open state change
How would that help me get the statistics that i need to provide?