SLA: SQL Query for First Ticket Response

[daviknx]

Hi everyone!

I need your help.

I currently manage OTRS (version 5.0) with integration with other tools that query SQL and generate graphs.

I need to manage the tickets being served within the SLA.

For example: Ticket X of the XPTO client was not serviced within the SLA (based on first response time and response update time).

I was unable to perform any SQL queries that show the information of the first attendance of the ticket.

Would you know what SQL query I can do to show the date and time the ticket was opened and the date and time of the first call? If possible, also the date and time of ticket updates.

Thank you!