Features (AddOns)

Service Up

InBox ReportTicketTimeInState

Version 6.0.5

Creation date 21/12/2021

Resources

Module to create a report on how long the ticket has been in the state and indicate whether the SLA is in or out

Prerequisites

Framework

The following versions of Znuny Framework are supported:

  • [6.0.x]

Modules

The following modules are required:

  • InBox Core 6.34.20 or superior

Operating System

The following operating systems are required:

  • [None]

Third Party Software

The following third party software is required:

  • [None]

Browsers

The following browsers is required:

  • [Chrome]

  • [Mozilla]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ ReportTicketTimeInState-6.0.5.opm

Configuration

Stats::UseAgentElementInStats

Enables the owner/responsible column in the report

TicketTimeInState::Core::SolvedState

Configure the name of the states that will be considered closed/resolved for the report

enter image description here

TicketTimeInState::Core::TotalHours

Setting to consider calendar in the time it has been in the state.

Use

Creating a custom report

To create the new report, navigate to the menu 'Reports -> Statistics' and click on dynamic list and choose the object 'TicketTimeInState'.

enter image description here

After that, the x-axis will include 6 new columns:

  • Held Queue: Name of the queue the call entered.
  • Held State: Name of the state the call entered.
  • Entry Date in State: Date of entry into the state.
  • Time the ticket was in the state: Time the call remained in the state.
  • Initial response time: First Response SLA Status (In or Out).
  • Solution period: Solution Time SLA Status (In or Out).

enter image description here

Example of generated report:

enter image description here

It is also possible to include a filter for the 'Held Queue' field.

For the module to work correctly, the Daemon must be started