[otrs] Determine number of closed tickets that were solved within SLA

Mnich, Jürgen

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Apr 25, 2016, 10:05:06 AM4/25/16

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Hello!

I am oft he opinion, that I have a very normal situation J

We configured services and SLAs a few days ago and got a little familiar with the escalation configuration.

Actually we only use solution-times for the time being.

Now I want to determine – for all tickets closed last week (for example) – how many tickets have been solved within the sla and how many have escalated (the sum of those two values must be the number of all closed tickets).

When looking on the database-entries I found out (I hope that this is correct) that – as long as the tickets are not closed – the escalation_solution_time is the value I can compare to.

When any ticket is closed, this (and all the other escalation_time values) are reset to zero (that’s coded in ticket.pm).

I think it is absolutely normal that you want or even need to report on your SLA-compliance.

How can I reach my goal? How do you do report your SLA-compliance?

1. Change the code in ticket.pm (or is there any good reason why the values are reset to zero)?

2. Is there a statistic I did not find?

3. Are there any other database tables and/or entries that I could use?

4. Any other idea…???

Any help is welcome!!!

Thanks,

Jürgen.

Leonardo Certuche

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Apr 25, 2016, 11:02:47 AM4/25/16

to User questions and discussions about OTRS.

Hello Jürgen,

You can create a database trigger that stores the escalation_solution_time in a table of your own before its value gets reset by ticket.pm.

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Alvaro Cordero

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Apr 25, 2016, 11:46:39 AM4/25/16

to User questions and discussions about OTRS.

I believe your solution is simpler than that. There is a stat for what you are trying to accomplish,

You can use either one of the objects for SLA accounting ITSMTicketSolutionTimeAverage, ITSMTicketFirstLevelSolutionRate, List of Tickets and sort by SolutionTimeDiff where if you SLA was reached then you TimeDiff will be posititve, if not then it will be negative. I am pretty sure you can even use the TicketAccumulation Object.

Best Regards

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Alvaro Cordero Retana
Consultor de Tecnologias

Tel: 22585757 ext 123

Email: alv...@gridshield.net

Scott R. Morgan

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Apr 25, 2016, 12:10:42 PM4/25/16

to User questions and discussions about OTRS.

I update it in the Postmaster POP3 email account settings (ticket continued to come in). What I forgot to do was to also update it in the SMTP settings too. This also caused about 20 tickets to be created for each inbound request due to the inability of OTRS to remove the email in the mail box.

OTRS really should have prompted that there was an error and not just fail ungracefully. Is this a function that has been refined in ver. 4 or 5?

Thank you!

"Good judgment comes from experience. Experience comes from bad judgment."
- Will Rogers