Search found 4 matches

by adrianb
15 Feb 2013, 20:27
Forum: Help
Topic: Custom Field for Ticket Close Time
Replies: 6
Views: 4189

Re: Custom Field for Ticket Close Time

This is the actual statement: SELECT max(ticket_history.change_time) FROM ticket_state INNER JOIN ticket ON (ticket.ticket_state_id=ticket_state.id) INNER JOIN ticket_history ON (ticket.id=ticket_history.ticket_id) WHERE ( ticket_history.history_type_id = 27 and ticket_state.type_id = 3 ) While I un...
by adrianb
15 Feb 2013, 17:48
Forum: Help
Topic: Custom Field for Ticket Close Time
Replies: 6
Views: 4189

Re: Custom Field for Ticket Close Time

Thanks for your response CSL. I left out some important info. I know of the history table, and wrote the following code (very similar to what you did) to calculate the Close Time SELECT max(ticket_history.change_time) FROM ... etc... WHERE ticket_history.history_type_id = 27 and ticket_state.type_id...
by adrianb
15 Feb 2013, 16:45
Forum: Help
Topic: Custom Field for Ticket Close Time
Replies: 6
Views: 4189

Custom Field for Ticket Close Time

It amazes me that there is no field in the Ticket table that stores the date/time a ticket is closed. Is there any way to use a dynamic field or freetext to do this? I have no technical background, so I'm very in the dark. In short, I want a field to store the date and time a ticket is closed, as it...
by adrianb
12 Dec 2012, 22:45
Forum: Help
Topic: Finding Calendar Table
Replies: 2
Views: 433

Finding Calendar Table

I using a business intelligence tool to run reports from OTRS. I have access to the different tables, but there are two things I have not been able to do 1. Figure out how OTRS calculates solution time (how long it takes to close a ticket), accounting only for 'working hours' 2. Find the calendar ta...