Statistics Attributes#
Here’s a table to show you different types of values returned by the Ticket Dynamic List, and what they mean within the system.
Attribute |
Description |
Example value |
|---|---|---|
Accounted time |
Sum of the accounted time of the ticket’s article. |
263 |
Age |
Age of the ticket in human readable format. |
10 d 5 h |
Created |
Create time of the ticket. |
2023-02-12 09:12:82 |
Close Time |
Time when the ticket was last closed. |
2022-07-12 21:23:00 |
Customer ID |
The customer id of the ticket. |
Example |
Customer User |
The id of the ticket’s customer user. |
|
EscalationDestinationDate |
The date and time when the ticket is escalated. |
2023-10-12 12:45:00 |
EscalationDestinationIn |
The relative time from the now to the time of escalation. |
4h 30m |
EscalationResponseTime |
Unix timestamp of the response time escalation. |
135248796 |
EscalationSolutionTime |
Unix timestamp of the solution time escalation. |
135248796 |
EscalationTime |
Seconds until the nearest escalation time. Independet from the ecalation type response, update or solution. |
45154 |
EscalationTimeWorkingTime |
Time in seconds within the defined working time until an escalation. |
12345 |
EscalationUpdateTime |
Unix timestamp of the update time escalation. |
135248796 |
FirstLock |
Date and time of the first lock and only set when the ticket was locked at least once. |
2023-10-12 12:45:00 |
FirstResponse |
Date and time of the first response. |
2023-10-12 12:45:00 |
FirstResponseDiffInMin |
The difference in minutes between the specified and real first response time. |
24589 |
FirstResponseInMin |
Time in minutes from the ticket creation until the first response. |
24568 |
FirstResponseTime |
The timestamp of first response. |
2023-10-12 12:45:00 |
FirstResponseTimeDestinationDate |
Date and time of the first response escalation. |
2023-10-12 12:45:00 |
FirstResponseTimeDestinationTime |
Unix timestamp of the first response escalation. |
21635168 |
FirstResponseTimeEscalation |
Indicates if there was a first response time escalation with the value 1. |
1 |
FirstResponseTimeNotification |
Shows if the defined escalation notification time is activated or not. |
1 |
FirstResponseTimeWorkingTime |
Time in seconds within the defined working time until an first response escalation. |
1235 |
Last Changed |
Last time the ticket has changed. |
2022-07-12 21:23:00 |
Lock |
Value of the ticket’s lock. |
unlock |
Number |
Current number of this entry in a report. |
42 |
Number of Articles |
Count of artciles on a ticket. |
2 |
Priority |
Name of the ticket’s priority. |
4 high |
Queue |
Name of the queue where the ticket belongs to. |
Postmaster |
RealTillTimeNotUsed |
Unix timestamp of the pending time. |
1696343400 |
SolutionInMin |
Time in minutes until the solution escalation. |
2145 |
SolutionTime |
The time in seconds until a solution time escalation. |
65489 |
SolutionTimeDestinationTime |
Unix timestamp of SolutionTime. |
166486848 |
SolutionDiffInMin |
The difference in minutes between the specified and real solution time. |
1234 |
SolutionTimeEscalation |
Shows if the solution time escalation happened with the value 1 and 0 for no esclation. |
1 |
SolutionTimeNotification |
Shows if the defined escalation notification time is activated or not. |
1 |
SolutionTimeDestinationDate |
Date of the solution time escalation. |
2023-10-12 12:45:00 |
SolutionTimeDestinationTime |
Unix timestamp of the solution time escalation. |
1234567 |
SolutionTimeWorkingTime |
Time in seconds within the defined working time until an solution time escalation. |
12411 |
State |
The state of the ticket. |
pending reminder |
StateType |
State type of the ticket. |
pending auto |
TicketID |
The id of the ticket. |
115561 |
Ticket# |
The ticket number. |
421305912 |
Ticket Calendar StartTime |
Date definded to display the start event time in the ticket event calendar dashboard. |
2023-10-12 12:45:00 |
Ticket Calendar EndTime |
Date definded to display the EndTime event time in the ticket event calendar dashboard. |
2023-10-12 12:45:00 |
Title |
Ticket title. |
Text |
Type |
The type of the ticket. |
Unclassified |
UnlockTimeout |
Time in seconds until the ticket will be unlocked. |
872 |
UntilTime |
Time in secondes until the pending time of a pending state is reached. |
120 |
UpdateTime |
Seconds until the update escalation. |
1234 |
UpdateTimeDestinationDate |
Date of the update time escalation. |
2023-10-12 12:45:00 |
UpdateTimeDestinationTime |
Unix timestamp of the update time escalation. |
2315389 |
UpdateTimeEscalation |
Indicates with a value of 1 the update time escalated or not (value 0). |
1 |
UpdateTimeNotification |
Shows if the defined escalation notification time is activated or not. |
1 |
UpdateTimeWorkingTime |
Time in seconds within the defined working time until an update escalation. |
1234 |