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otrs.TrackSolutionTime

Free

by Complementocompany

Automatically calculates ticket solution time and stores it in a dynamic field.

otrs.TrackSolutionTime is an extension for OTRS, Znuny, and Ligero that automatically records the time elapsed between ticket creation and resolution. The package monitors state changes and, upon reaching a defined resolution state, calculates the total time taken. This value is written into a designated dynamic field, significantly simplifying the creation of precise reports on solution times and compliance with Service Level Agreements (SLAs). It is an essential tool for IT organizations looking to track performance KPIs without manual effort.

Features

  • Automatic Time Calculation

    Calculates the duration from ticket creation to resolution automatically.

  • Dynamic Field Integration

    Stores the calculated solution time in a configurable dynamic field for easy reporting.

  • Event-Driven Processing

    Triggered automatically by ticket state updates (e.g., closing or resolving).

Categories

SLAKPISolution TimeDynamic FieldReporting & AnalyticsTicket Management

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