Hello Everyone,
When generating a new statistic of Ticketlist you get FirstResponseTime which is the time of the first article type external, however I have a freetext enabled that holds a carrier ticket number.
I'd like a way to add the time it took the agent to open this carrier ticket and show it in the statistic.
Agent creates a ticket -> Notifies the customer (FirstResponseTime) -> Opens a ticket with carrier
I was thiking about creating a new note-type like "carrier-ticket" but then i don't know how to show the timestamp of it in the report.
Thank you in advance.
OTRS 5 - Add a new 'Response Time' on Statistics
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Re: OTRS 5 - Add a new 'Response Time' on Statistics
Any ideas?
i'm trying to get this done but I really don't know how or even if that's possible without having to go through the code.
Any suggestion is appreciated.
i'm trying to get this done but I really don't know how or even if that's possible without having to go through the code.
Any suggestion is appreciated.