OTRS 5 - Add a new 'Response Time' on Statistics

Moderator: crythias

Post Reply
jff
Znuny newbie
Posts: 52
Joined: 23 Mar 2016, 14:17
Znuny Version: 6.0.8
Real Name: Jeff
Company: M

OTRS 5 - Add a new 'Response Time' on Statistics

Post by jff »

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.
jff
Znuny newbie
Posts: 52
Joined: 23 Mar 2016, 14:17
Znuny Version: 6.0.8
Real Name: Jeff
Company: M

Re: OTRS 5 - Add a new 'Response Time' on Statistics

Post by jff »

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.
Post Reply