KACE Product Support Question
K1000 - Get a Report of Total Time that a Ticket is Open?
06/15/2015 3120 views
I'm new to K1000 and SQL, so sorry if this is an obvious question. I've checked around bit but I haven't found anything that quite applies to what I'm trying to do.
I need to create a report that will show the amount of time a ticket was open between when it was looked at by a technician to when it is closed. I thought I could do this through TIMESTAMPDIFF(HD_Ticket.TIME_CLOSED - HD_Ticket.TIME_OPENED) but I've only been getting errors. Is there any way to do this? Even seeing the total time from the ticket's creation to when it's initially closed would be useful.
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You should use the TIMEDIFF function with the TIME_CLOSED and CREATED columns:
There isn't a reliable way to determine when a technician looked at a ticket since looking at a ticket doesn't always generate a ticket save event.
Answered 06/15/2015 by: chucksteel