Need Help For Response Time & Solution Time...!

[yspanchal]

Hi,
I installed OTRS 3.0.7 on cent-os 5.5 with Mysql database. Here i m attaching few images to exlpain my problem with OTRS.

First image showing I created new ticket with subject ....( " Testing for Final Round " )....!

http://i.imgur.com/rFHfn.png

Second image showing First Response Time & Solution Time in red box after ticket is locked by an agent....!

http://i.imgur.com/nMVbR.png

Third & Forth image showing the output for mysql query to fetch data for "response time" & "Solution time".....!

http://i.imgur.com/Cwj0F.png

http://i.imgur.com/P0oQS.png

Fifth image showing after closing of ticket " ticket create time " changes to " ticket closing time " check out red box....!

http://i.imgur.com/jrOMC.png

Sixth image showing after closing the ticket the data which saved before closing of ticket in mysql database changes to zero....! so i m not able to calculate the time taken by an agent to close the ticket...!

http://i.imgur.com/kYUjg.png

My problem is i want to take out an report showing that the ticket is closed by agent with "response time" & "solution time"....! but after closing of ticket successfully the value for response time & solution time changes to zero.....! so help me to find solution for this....Thank you...!