Hi Simone,
Sorry for the late response, I've been busy... You can safely delete (or
comment out) these lines
#Find all ticket links for First Time Fixes
$sql = qq~
SELECT DISTINCT(ticket_id_master)
FROM ticket_link
~;
$statement = $db_handle->prepare($sql);
$statement->execute();
while (@data = $statement->fetchrow_array()) {
push (@ticket_link, $data[0]);
}
$statement->finish;
The only thing is your ticket links won't be taken into account this way.
-- Edgar
> -----Oorspronkelijk bericht-----
> Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Simone
> Girlanda
> Verzonden: donderdag 9 februari 2006 9:06
> Aan: User questions and discussions about OTRS.org
> Onderwerp: R: R: [otrs] OTRS statistics
>
> Thank you Edgar,
>
> SELECT COUNT(DISTINCT(ticket_id))... result is 31
>
> please consider that I can also debug your script using Komodo.
>
> I run it with also by command line with options:
>
> StartDay=1 StartMonth=1 StartYear=2006 EndDay=1 EndMonth=2 EndYear=2006
> Action=Workload Unit=week Output=Graph QueueID=2 width=640 height=480 >
> test.png
>
> The result is the same of running it from browser:
>
> Content-Type: image/png
>
> ?PNG
>
> Content-Type: text/html; charset=ISO-8859-1
>
> Error, No tickets created in Queues: Supporto, between 1-1-2006 and 1-2-
> 2006
>
>
>
> if I don't specify the "QueueID=2" parameters I got another error because
> the script look for a table that do not exist in my database:
>
> #Find all ticket links for First Time Fixes
> $sql = qq~
> SELECT DISTINCT(ticket_id_master)
> FROM ticket_link
> ~;
> $statement = $db_handle->prepare($sql);
> $statement->execute();
>
>
>
> -----Messaggio originale-----
> Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] conto di
> Edgar Meij
> Inviato: mercoledì 8 febbraio 2006 22.00
> A: 'User questions and discussions about OTRS.org'
> Oggetto: RE: R: [otrs] OTRS statistics
>
>
> Hi Simone,
>
> See attached image.
>
> > fonts are not present in my system, where may I get them ? or may I use
> > other ?
> >
> > my $GraphFont = '/usr/share/fonts/truetype/DINLt____.ttf';
> > my $BoldFont = '/usr/share/fonts/truetype/DINBd.ttf';
>
> Yes, you can use any font you like.
>
> > I tried to use OTRS_stats.pl but I always have this error:
> >
> > "No tickets created in Queues: Supporto, between 1-1-2006 and 1-2-2006"
> >
> > but there are 31.
>
> Can you try running a MySQL query and post the results:
>
> <connect to mysql, e.g. 'mysql -u [user] -h [host] -p'>
>
> USE otrs
>
> SELECT COUNT(DISTINCT(ticket_id)) FROM ticket_history WHERE
> history_type_id=1 AND create_time BETWEEN '2006-01-01' AND
> '2006-02-01' + INTERVAL 1 DAY;
>
> You can also try and select no queues. The script will then simply use all
> tickets.
>
> Regards,
>
> Edgar
>
>
>
> > -----Oorspronkelijk bericht-----
> > Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Simone
> > Girlanda
> > Verzonden: woensdag 8 februari 2006 15:45
> > Aan: User questions and discussions about OTRS.org
> > Onderwerp: R: R: [otrs] OTRS statistics
> >
> > icon file:
> >
> > icon_vraagtaken.gif
> >
> > is missed
> >
> > It's possible to have a copy of it, or what do you intend to show there
> ?
> >
> > thank you again
> >
> > Simone
> >
> > -----Messaggio originale-----
> > Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] conto di
> > Simone Girlanda
> > Inviato: mercoledì 8 febbraio 2006 15.34
> > A: User questions and discussions about OTRS.org
> > Oggetto: R: R: [otrs] OTRS statistics
> >
> >
> > I have some problems using it:
> >
> > fonts are not present in my system, where may I get them ? or may I use
> > other ?
> >
> > my $GraphFont = '/usr/share/fonts/truetype/DINLt____.ttf';
> > my $BoldFont = '/usr/share/fonts/truetype/DINBd.ttf';
> >
> >
> >
> >
> > I tried to use OTRS_stats.pl but I always have this error:
> >
> > "No tickets created in Queues: Supporto, between 1-1-2006 and 1-2-2006"
> >
> > but there are 31.
> >
> > I think that the problem (if a problem exist) is in this part of the
> > software, but I'm not able to understant / change it:
> >
> > # Put wanted tickets in array (right qID's)
> > if (scalar (@{$Param{QueueID}}) == 0) { # No queues selected, thus
> > select
> > all
> > %NewTickets = %ticket;
> > @{$Param{QueueID}} = keys %queue_ids;
> > } else {
> > foreach my $Key (keys %ticket) {
> > $NewTickets{$Key}++
> > if (grep {$ticket{$Key}{q_id} == $_}
> > @{$Param{QueueID}});
> > }
> > }
> >
> > # Print error if there are no tickets within the selcted time
> > interval
> > my $Error = "No tickets created in Queues: ";
> > foreach my $ID (@{$Param{QueueID}}) {$Error .= "$queue_ids{$ID}, ";}
> > $Error .= "between $Param{StartDay}-$Param{StartMonth}-
> > $Param{StartYear}
> > and $Param{EndDay}-$Param{EndMonth}-$Param{EndYear}";
> > error("$Error")
> > if scalar keys %NewTickets == 0;
> >
> > # Find those tickets which were initially calls
> > (type_id(PhoneCallCustomer)= 12)
> > # Could have done this with a nested SELECT, but this is way faster
> > $sql = qq~
> > SELECT DISTINCT(t.id)
> > FROM ticket t,
> >
> > -----Messaggio originale-----
> > Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] conto di
> > Edgar Meij
> > Inviato: martedì 7 febbraio 2006 18.28
> > A: User questions and discussions about OTRS.org
> > Oggetto: Re: R: [otrs] OTRS statistics
> >
> >
> > There is an earlier post from me, I've included it below. And there is
> > a readme file within the archive, have you tried those?
> >
> > Regards,
> >
> > Edgar
> >
> > ---
> > Dear all,
> >
> > During the greater part of this year I've been developing a statistics
> > module for OTRS (and Hostnet). Attached you'll find a zip file with the
> > final result. See the README file within for further installation
> > details, requirements, etc. etc.
> >
> > The script is able to produce the following ticket statistics,
> > aggregated on a per-day or per-week basis, between specified dates and
> > in specified queues. The output can be selected as well; graphs, CSV and
> > HTML (tables) are supported.
> >
> > - Number of new tickets (total/calls/e-mails)
> > - Workload (number of calls, in- and outgoing e-mails)
> >
> > efficiency:
> > - E-mail time calculations:
> > Open time
> > Reply time
> > Resolution time
> >
> > efficacy:
> > - Average number of follow-ups/replies per ticket
> > - Number of first time fixes
> >
> >
> > An example graph is attached as workload.gif.
> >
> >
> >
> > On 2/7/06, Simone Girlanda <[EMAIL PROTECTED]> wrote:
> > > may you give us more detailed installation instruction ?
> > >
> > > thank you
> > >
> > > -----Messaggio originale-----
> > > Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] conto di
> > > Edgar Meij
> > > Inviato: martedì 7 febbraio 2006 18.16
> > > A: [EMAIL PROTECTED]
> > > Cc: 'User questions and discussions about OTRS.'
> > > Oggetto: [otrs] OTRS statistics
> > >
> > >
> > > Hi Rémi,
> > >
> > > Sure, see the attached file. If you have any questions, drop me an e-
> > mail.
> > >
> > > Regards,
> > >
> > > Edgar
> > >
> > > > -----Oorspronkelijk bericht-----
> > > > Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]
> > > > Verzonden: dinsdag 7 februari 2006 10:21
> > > > Aan: [EMAIL PROTECTED]; [EMAIL PROTECTED]
> > > > Onderwerp: OTRS statistics
> > > >
> > > > Hi Edgar, Hi Danie
> > > >
> > > > I use otrs too since june 2003 (1.3.2 at this time but I'm going to
> > update
> > > > to 2.0.4 soon) and I'm interested in statitics over OTRS database
> but
> > I'm
> > > > not an expert in SQL so, as Danie asked, could you possibly send me
> > the
> > > > zip file , I would really like to have a look at it (the ouputs that
> > you
> > > > have made meet my goals)
> > > >
> > > > Thanks a lot
> > > >
> > > > Rémi
> > >
> > > _______________________________________________
> > > OTRS mailing list: otrs - Webpage: http://otrs.org/
> > > Archive: http://lists.otrs.org/pipermail/otrs
> > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> > > Support oder Consulting für Ihr OTRS System?
> > > => http://www.otrs.de/
> > >
> >
> >
> > --
> > 'An approximate answer to the right question is worth a great deal
> > more than a precise answer to the wrong question'
> >
> > _______________________________________________
> > OTRS mailing list: otrs - Webpage: http://otrs.org/
> > Archive: http://lists.otrs.org/pipermail/otrs
> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> > Support oder Consulting für Ihr OTRS System?
> > => http://www.otrs.de/
> >
> > _______________________________________________
> > OTRS mailing list: otrs - Webpage: http://otrs.org/
> > Archive: http://lists.otrs.org/pipermail/otrs
> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> > Support oder Consulting für Ihr OTRS System?
> > => http://www.otrs.de/
>
>
> _______________________________________________
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> Support oder Consulting für Ihr OTRS System?
> => http://www.otrs.de/
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