Escalation history is available for SQL reporting. The following chapters explain the structure of the database tables.
escalation_history
Table
All escalation events will create new entries in the escalation_history
table, which is the basis to calculate statistics about the completed escalation cycles.
To activate the additional reporting of the escalation events, you need to enable the following system configuration option:
-
Ticket::EventModulePost###EscalationHistory
(group:OTRSAdvancedEscalations
, navigation: Core → Event → EscalationHistory).
Make sure OTRS daemon is running.
shell> /opt/otrs/bin/otrs.Daemon.pl status
This event module will track the following escalation events:
-
EscalationStart
-
EscalationStop
-
EscalationSuspend
-
EscalationRestart
-
EscalationResumeSuspend
-
EscalationResumeStop
The escalation_history
table has the following columns:
id
-
This column contains the ID of the escalation history (auto increment).
event_trigger
-
This column contains the event of the escalation (e.g.
EscalationStart
). object_id
-
This column contains object ID of the escalation (e.g. the ticket ID).
object_type
-
This column contains object type of the escalation (e.g.
Ticket
). object_history_id
-
This column contains the related ID of the
ticket_history
table to the escalation event. escalation_type_id
-
This column contains the escalation type ID of the escalation.
escalation_reached
-
This column contains whether the escalation time is already reached (possible values: 0/1).
escalation_datetime
-
This column contains the timestamp of the escalation date.
escalation_time
-
This column contains the rest of time (seconds) until the ticket will escalate.
escalation_wt
-
This column contains the rest of time (seconds) until the ticket will escalate (calculated with working calendars).
notify_datetime
-
This column contains the date-time timestamp of the notify start.
notify_time
-
This column contains the seconds until the notify start.
escalation_remaining_time
-
This column contains the rest of time until the ticket will escalate after a suspend of an escalation type.
Note
This column is only filled on suspend state.
escalation_remaining_wt
-
This column contains the rest of time until the ticket will escalate after a suspend of an escalation type (calculated with working calendars).
Note
This column is only filled on suspend state.
notify_remaining_time
-
This column contains the seconds until the notify start after a suspend of an escalation type.
Note
This column is only filled on suspend state.
notify_remaining_wt
-
This column contains the seconds until the notify start after a suspend of an escalation type (calculated with working calendars).
Note
This column is only filled on suspend state.
running_total_time
-
This column contains the total amount of seconds the timer was running based on the
Timer(Start|Restart|Suspend|Resume|Stop)
events. running_total_wt
-
This column contains the total amount of seconds the timer was running based on the
Timer(Start|Restart|Suspend|Resume|Stop)
events (calculated with working calendars). running_total_virtual_time
-
This column contains the total amount of seconds the timer was running based history entries.
running_total_virtual_wt
-
This column contains the total amount of seconds the timer was running based history entries (calculated with working calendars).
suspend_total_time
-
This column contains the total amount of suspended seconds of the escalation type based on the
Timer(Start|Restart|Suspend|Resume|Stop)
events. suspend_total_wt
-
This column contains the total amount of suspended seconds of the escalation type based on the
Timer(Start|Restart|Suspend|Resume|Stop)
events (calculated with working calendars). running_last_time
-
This column contains the seconds between a start or resuming event and a stop or suspending event (e.g.
EscalationStart
toEscalationSuspend
orEscalationResume
toEscalationStop
). running_last_wt
-
This column contains the seconds between a start or resuming event and a stop or suspending event (e.g.
EscalationStart
toEscalationSuspend
orEscalationResume
toEscalationStop
) (calculated with working calendars). running_last_virtual_time
-
This column contains the seconds between a start or resuming event and a stop or suspending event (e.g.
EscalationStart
toEscalationSuspend
orEscalationResume
toEscalationStop
) based on the history entries of the ticket. running_last_virtual_wt
-
This column contains the seconds between a start or resuming event and a stop or suspending event (e.g.
EscalationStart
toEscalationSuspend
orEscalationResume
toEscalationStop
) based on the history entries of the ticket (calculated with working calendars). suspend_last_time
-
This column contains the amount of seconds the ticket escalation was suspended last time based on the history entries of the ticket.
suspend_last_wt
-
This column contains the amount of seconds the ticket escalation was suspended last time based on the history entries of the ticket (calculated with working calendars).
create_time
-
This column contains create time of the escalation history entry.
create_by
-
This column contains ID of the user who triggered the history data set.
change_time
-
This column contains date and time when the escalation history data set was changed.
change_by
-
This column contains ID of the user who triggered the data set change.
escalation_history_data
Table
All escalation events will create new entries in the escalation_history
table. For each escalation event it is possible to save ticket and dynamic field data in a separate data table. Make sure that TriggerEscalationStartEvents
is enabled. The attributes which will be saved can be configured in the following system configuration options:
-
EscalationHistoryData###Ticket
(group:OTRSAdvancedEscalations
, navigation: Core → EscalationHistoryData).Example configuration: Queue → 1
-
EscalationHistoryData###DynamicField
(group:OTRSAdvancedEscalations
, navigation: Core → EscalationHistoryData).Example configuration: DynamicField_Test → 1
To activate the additional reporting of the escalation events, you need to enable the following system configuration option:
-
Ticket::EventModulePost###EscalationHistory
(group:OTRSAdvancedEscalations
, navigation: Core → Event → EscalationHistory).
Make sure OTRS daemon is running.
shell> /opt/otrs/bin/otrs.Daemon.pl status
The data of the ticket and dynamic fields will be saved in a separate table escalation_history_data
with the following columns:
id
-
This column contains the ID of the escalation history (auto increment).
escalation_history_id
-
This column contains ID of the related
escalation_history
entry. field_key
-
This column contains key of the related data (e.g. DynamicField_Test or Queue).
field_value
-
This column contains value of the related data (e.g. a dynamic field value or the values of ticket attributes).
create_time
-
This column contains create time of the escalation history data entry.
create_by
-
This column contains ID of the user who triggered the escalation history data set.
change_time
-
This column contains date and time when the escalation history data set was changed.
change_by
-
This column contains ID of the user who triggered the data set change.