[SOLVED]SolutionDiffInMin in Database

[Gonzalo]

is the SolutionDiffInMin field store somewhere in the database? Seria For retrieval in a sql query. I know I can remove the statistical section but I'm interested for a sql query.
I need to recover this field for a sql query. I know I can take it from the statistics section but I'm interested for a sql query.

Thanks you in advance.

[crythias]

From Kernel/System/Ticket.pm:

Code: Select all

        $Data{SolutionDiffInMin} = int( ( $EscalationSolutionTime - $WorkingTime ) / 60 );

The variables are interpreted further within the same area of Ticket.pm.

It's not trivial to pull via SQL query, because it may require additional work against working Calendar.

[Gonzalo]

Thanks @crythias.

I checked yesterday this file Ticket.pm when I was looking for SolutionDiffInMin through this forum and in the web.

My problem as you said is that not every SLAs are with 24x7 calendar.

Could you help me or guide how to pull via SQL query? Now we are taking this information with the ticket_history and compare unix_dates, but this works for 24x7.

Thanks in advance,

[jojo]

you can not query calendars via SQL

[Gonzalo]

Thanks,

Finally we have decided to store the "scalation_response_time" and "scalation_solution_time" ticket field in other table when the ticket is created via trigger.
We have not different scalation services, only level 1. The only problem I think is if one agent change the SLA. ¿do you see other problems?

Best regards!!!