Hi Everyone
I want to implement some kind of kpi system according to OTRS tickets history.
I've managed to process ticket_history table for scoring of following events:
1 - NewTicket
8 - SendAnswer
16 - Move
23 - OwnerUpdate
27 - StateUpdate
11 - EmailAgent
13 - PhoneCallAgent
But I can't find events for escalation. Events with ids 42,43,44 is not that Im looking for.
42 - EscalationResponseTimeStart
43 - EscalationUpdateTimeStart
44 - EscalationSolutionTimeStart
I need to find then was every escalation according to tickets and agents. Is it possible? Or I need to add additional events like in http://lists.otrs.org/pipermail/otrs/20 ... 38830.html
Thanks in advance.
OTRS Escalation in history log
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Re: OTRS Escalation in history log
Or could someone explain why it happend?
Queue first reply escalation is 120 minutes
Update escalation is 240 minutes
Solution escalation is 1440 minutes
Dumping data for table ticket_history
id name history_type_id create_time
194568 %%FieldName%%ITSMReviewRequired%%Value%%No%%OldValue%% 28 2016-09-07 14:33:32
194567 %%Close 15 2016-09-07 14:33:31
194566 %%unlock 18 2016-09-07 14:33:31
194565 %%EscalationUpdateTimeStop%%triggered 49 2016-09-07 14:33:31
194564 %%open%%closed successful%% 27 2016-09-07 14:33:31
194563 Reset of unlock time. 25 2016-09-07 14:33:22
194562 %%lock 17 2016-09-07 14:33:21
193849 %%EscalationSolutionTimeNotifyBefore%%triggered 47 2016-09-06 16:20:18
193848 %%EscalationUpdateTimeNotifyBefore%%triggered 46 2016-09-06 16:20:18
193847 %%EscalationResponseTimeNotifyBefore%%triggered 45 2016-09-06 16:20:18
193846 %%EscalationSolutionTimeStart%%triggered 44 2016-09-06 16:20:18
193845 %%EscalationUpdateTimeStart%%triggered 43 2016-09-06 16:20:17
193844 %%EscalationResponseTimeStart%%triggered 42 2016-09-06 16:20:17
193843 %%Ticket create notification%%r.sokolova%%Email 9 2016-09-06 16:18:56
193842 %%Ticket create notification%%i.timoshenko%%Email 9 2016-09-06 16:18:55
193841 %%Ticket create notification%%a.suchkova%%Email 9 2016-09-06 16:18:55
193840 %%g.ayupova%%23 23 2016-09-06 16:18:55
193839 Reset of unlock time. 25 2016-09-06 16:18:53
193838 %%Кожевникова Тамара <tamara..............kz>, , 11 2016-09-06 16:18:53
193837 %%FieldName%%ITSMDueDate%%Value%%2016-09-09 16:16:00%%OldValue%% 28 2016-09-06 16:18:53
193836 %%NULL%%%%NULL%% 39 2016-09-06 16:18:52
193835 %%NULL%%%%NULL%% 38 2016-09-06 16:18:52
193834 %%2016090607000458%%Бухгалтерия%%3 normal%%open%%6228 1 2016-09-06 16:18:52
Queue first reply escalation is 120 minutes
Update escalation is 240 minutes
Solution escalation is 1440 minutes
Dumping data for table ticket_history
id name history_type_id create_time
194568 %%FieldName%%ITSMReviewRequired%%Value%%No%%OldValue%% 28 2016-09-07 14:33:32
194567 %%Close 15 2016-09-07 14:33:31
194566 %%unlock 18 2016-09-07 14:33:31
194565 %%EscalationUpdateTimeStop%%triggered 49 2016-09-07 14:33:31
194564 %%open%%closed successful%% 27 2016-09-07 14:33:31
194563 Reset of unlock time. 25 2016-09-07 14:33:22
194562 %%lock 17 2016-09-07 14:33:21
193849 %%EscalationSolutionTimeNotifyBefore%%triggered 47 2016-09-06 16:20:18
193848 %%EscalationUpdateTimeNotifyBefore%%triggered 46 2016-09-06 16:20:18
193847 %%EscalationResponseTimeNotifyBefore%%triggered 45 2016-09-06 16:20:18
193846 %%EscalationSolutionTimeStart%%triggered 44 2016-09-06 16:20:18
193845 %%EscalationUpdateTimeStart%%triggered 43 2016-09-06 16:20:17
193844 %%EscalationResponseTimeStart%%triggered 42 2016-09-06 16:20:17
193843 %%Ticket create notification%%r.sokolova%%Email 9 2016-09-06 16:18:56
193842 %%Ticket create notification%%i.timoshenko%%Email 9 2016-09-06 16:18:55
193841 %%Ticket create notification%%a.suchkova%%Email 9 2016-09-06 16:18:55
193840 %%g.ayupova%%23 23 2016-09-06 16:18:55
193839 Reset of unlock time. 25 2016-09-06 16:18:53
193838 %%Кожевникова Тамара <tamara..............kz>, , 11 2016-09-06 16:18:53
193837 %%FieldName%%ITSMDueDate%%Value%%2016-09-09 16:16:00%%OldValue%% 28 2016-09-06 16:18:53
193836 %%NULL%%%%NULL%% 39 2016-09-06 16:18:52
193835 %%NULL%%%%NULL%% 38 2016-09-06 16:18:52
193834 %%2016090607000458%%Бухгалтерия%%3 normal%%open%%6228 1 2016-09-06 16:18:52