Escalation data on closed tickets

[sujeeva]

Dear Friends,

I have tested and confirmed that escalation data from the ticket table is cleared when a ticket is closed. Have any one of you managed to grab that data into another custom table? If so can you give me some clues on doing same?

Note: SLA breached details on closed tickets is useful for annual performance evaluations

[reneeb]

I have a commercial addon for that. But you could do it yourself. Create an event module that listens for the EscalationStart and -Stop events and store the timestamp (and maybe other information) in the database.