Stats - measuring time of emails

[YdJMDS]

Hi

I need to create a report where I measure the time it took from when a email was received until it was locked by a user and then when it was closed.

I ran all the available report to see if there is some fields that I can use to create my own report, but the solution time/accounting time is blank.

Thanks

[crythias]

it was locked by a user

irrelevant. You can fake this just by using the postmaster filter or generic agent and lock it.

the solution time/accounting time is blank.

accounting time is self reported.

In theory, you want to look at ticket_history for state changes according to your needs. There are queries in the forums on this.

[jojo]

the ticket list report gives you the timestamps