Hello,
I create in OTRS file like this:
Software1
Agent level N1
Agent level N2
Agent level N3
Software2
Agent level N1
Agent level N2
Agent level N3
Software3
Agent level N1
Agent level N2
Agent level N3
when a ticket come, it is put in the good principal file (software1,....) then agent N1 put it in agent levelN1 and close ticket if they know solution. If they don't , they put ticket in file agent levelN2 file, then AgentlevelN2 work on the ticket . then agentlevelN2 put ticket in file agentlevelN1 with a note for the solution and finaly, agentlevelN1 close ticket. So all ticket are closed in agentlevelN1 files.
And I want to know how many time agentlevelN2 work on tikets. in other words: how many time ticket stay in file agentlevelN2.
Thank's for reading all my text !
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