# InBox StatsTicketResponseTime

Version 6.0.1

Creation date 2018-08-08

# Resources

This module provides the ability to create a report type in which it displays the time that the call was open (considering working hours or not) from its creation to its closing.

# Prerequisites

# Framework

The following versions of the OTRS framework are supported:

• [6.0.x]

# Modules

The following modules are required:

• [None]

# Operational system

The following operating systems are required:

• [None]

# Third Party Software

The following third party software is required:

• [None]

# Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ StatsTicketResponseTime-6.0.1.opm

# Configuration

This module can be configured via System Configuration in the administrative interface. The following configuration options are available:

# Adding calendar id

In this configuration you must indicate the calendar ID that will be used to generate the columns in the report. Go to administration -> system configuration:

Search for: TicketResponseTime::Core###CalendarID

In the field below indicate the calendar ID:

Save and deploy the changes.

# Use

# Creating a report

To create such a report, go to the reports -> statistics:

Click add:

Choose the dynamic list type:

In the object type choose the type 'TicketResponseTime:

Enter the other data as you prefer. Click save:

To have it present only closed calls, and filter by date, add the filters:

State

And creation time

Save the changes. You can also add the following columns on the x-axis in addition to existing ones: • Article Type: whether it is visible to the customer or internal note • ArticleSendType: agent, system or customer • ArticleSubject: subject of the article • ArticleCreateTime: article creation date • TimeUntilLastAnswer • TimeUntilLastAnswerInWorkingTime

After running it also lists the averages of TimeUntilLastAnswer,
TimeUntilLastAnswerInWorkingTime and the total calls.