Darren Rose Posted November 9, 2017 Posted November 9, 2017 Hello Is there a method for reporting on the time to respond to email? I am interested in finding out the date difference between the time an email was recieved and when it is raised as a ticket. thanks
Victor Posted November 9, 2017 Posted November 9, 2017 @Darren Rose it would be a report based on this type of query: SELECT h_itsm_requests.h_pk_reference, TIMEDIFF(h_itsm_requests.h_datelogged, h_msg_messages.h_msg_date_received) as time_difference, h_itsm_requests.h_datelogged, h_msg_messages.h_msg_date_received FROM h_itsm_requests JOIN h_msg_messages ON h_msg_messages.h_msg_id = h_itsm_requests.h_source_id WHERE h_itsm_requests.h_source_type = 'Email' Obviously, the fields ins this SELECT example are just that, examples, apart from calculated "time_difference" which is actually the time difference you are looking for... What I mean is that you don't have to return h_pk_reference, h_datelogged or h_msg_date_received ... you can remove them or not, add other fields, etc. As per your needs. 1
Darren Rose Posted November 9, 2017 Author Posted November 9, 2017 1 hour ago, Victor said: @Darren Rose it would be a report based on this type of query: SELECT h_itsm_requests.h_pk_reference, TIMEDIFF(h_itsm_requests.h_datelogged, h_msg_messages.h_msg_date_received) as time_difference, h_itsm_requests.h_datelogged, h_msg_messages.h_msg_date_received FROM h_itsm_requests JOIN h_msg_messages ON h_msg_messages.h_msg_id = h_itsm_requests.h_source_id WHERE h_itsm_requests.h_source_type = 'Email' Obviously, the fields ins this SELECT example are just that, examples, apart from calculated "time_difference" which is actually the time difference you are looking for... What I mean is that you don't have to return h_pk_reference, h_datelogged or h_msg_date_received ... you can remove them or not, add other fields, etc. As per your needs. Works a treat, thanks Victor
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