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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

SLA Plan

Hello, everyone I need some help. Here in the company we are struggling to manage the average service time of each analyst. We have situations that depend on the response of a supplier "X" and it ends up influencing the care of my analyst time. Filtering this time?

I need urgent help!



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    I'm not sure what you are looking for as an answer.

  • Hello, actually it is not an error in itself the OSTicket.

    The following is the scenario:

    Version: v1.9.12 
    MySQL Version: 5.5.49
    PHP Version: 5.5.9-1ubuntu4.16

    My question is as follows. Weekly must deliver a report of tickets for visits and closed. Manually export a spreadsheet osTicket and create a database. But I have tickets to the average service time is a little high because we were in need of vendor support. Analyzing this case the service of my analyst time was "x" it found the problem and had to spend the demand for the supplier, then on the service has become the supplier's responsibility. How can I handle this time? service time of my analyst and vendor time? They have experienced this situation?

    How do I pause the service of my analyst for the supplier of the service to be performed and not influence in my time of service?

    The following spreadsheet image I created, do a simple formula. Creation date - date of last update (Date0-DateF).

  • edited November 2016
    You would add a custom field to your tickets. 
    You would want to require it before allowing a ticket to be closed.
    You would record the time the vendor took to respond. 
    Then when you build your reports you would be able to subtract this time from the open duration to get actual duration before you average the open times.

    And this explanation made a lot more sense to me, thanks for rewording it. :)

  • Thank you for your help.

    So I just create a field in the ticket form?

    For example: Data Provider Service
  • I'm not running 1.9.12 (btw 1.9.15 and 1.10 have both been released) but it should be at:
    Admin panel -> Manage -> Forms -> Ticket Details
    Add a new form field.
    Click config
    Click on Settings
    check Data Integrity "Require entry to close thread".
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