Service Up

InBox ReportTicketTimeInQueue

Version 6.0.2

Creation date 03/12/2021


Module to create a report on the time the ticket was in the queue. In addition to also saving this information in a table in the database through a generic attendant



The following versions of Znuny Framework are supported:

  • [6.0.x]


The following modules are required:

  • InBox Core 6.24.7 or superior

  • InBox Library 6.5.6 or superior

Operating System

The following operating systems are required:

  • [None]

Third Party Software

The following third party software is required:

  • [None]


The following browsers is required:

  • [Chrome]

  • [Mozilla]


bin/ Admin::Package::Install /path/to/InBox\ ReportTicketTimeInQueue-6.0.2.opm



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

enter image description here


Creating a custom report

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

enter image description here

After that, the x-axis will include 3 new columns:

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

enter image description here

Creating a custom generic agent

The module creates a custom generic attendant that saves data about the queue change in the 'ticket_time_in_queue' table.

To create it, choose the 'TicketQueueUpdate' event and add the custom module: Kernel::System::GenericAgent::TicketTimeInQueue::TicketTimeInQueue

enter image description here

Therefore, at each queue change, the TicketID, Entry QueueID, Entry date in queue, sla time in queue and SLA state information will be saved in the database table.

enter image description here

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