Hi, I tried the modules you have developed:
I updated the file ~/Kernel/Config/Files/Ticket.xml, inseting the code for
Ticket::StatsOwn4 and Ticket::StatsOwn5 at the end of file , just over
</otrs_config>
Then I put the files State_Changes.pm and State_Changes_Specific.pm in the
directory ~/Kernel/System/Stats/
But I can't see any changes!
Have I done something wrong?
Can you please explain better what your modules should do?
Thank you
Gabriele
Alexander Scholler wrote:
Wed, 17 May 2006 01:17:21 -0700
Hi all,
often discussed on the lists (english as well as german): the availability of
statistic extensions on OTRS.
I now wrote some extensions posted in this mail.
This is the approach I followed:
1) Basically I had to understand the DB-schema
ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.0-database.png
2) Then I did some pure SQL statistic analysis within OpenOffice Base with
JDBC-bridge to the MySQL-DB (note: this Base-DB can be used excellently under
Windows and Linux! - try this with M$-Office).
2a) The problem is that TimeDifferences (eg. how long did it takes to act on a
new ticket) are always calculated hard, meaning "DateWhenActing minus
DateWhenNew" is not really a good measurement because the support time of the
service desk team is not considered. The gap in seconds within the support time
(defined in TimeWorkingHours and others on OTRS) can be calculated within OTRS
through Kernel::System::Time->WorkingHours, see
http://dev.otrs.org/2.0/Kernel/System/Time.html#item_workingtime
(sorry for that syntax, I'm not a perl expert).
So I had to bring my Base-SQL-statements into the OTRS statistic framework to
use the time-function provided by OTRS.
2b) I took ~/Kernel/Systems/Stats/* as templates and created my own extensions.
Some of them are attached to this mail.
You have to copy the *.pm-Files to the proper location and extend your
~/Kernel/Config/Files/Ticket.xml (to let OTRS know that there are extensions).
Would you please give me feedback
* if the SQL-statements are correct
* if the work I've done follows the right way
I think many of you have waited for the statistics I provide. If you extend my
statistics, please also publish your work done. Consider that changes you make
to statistics don't affect if UseResultCache = 1. WriteCache on
State_Changes_Specific.pm could be applied due to the logic, but
cache-distinction upon different selected states is not supplied by OTRS (it
only considers Month and Year).
Sorry about the german/english-mix used within the files.
Now, some questions coming up during my work:
I) In Status_Changes.pm the code does
* make the sql-query
* calculate time within support time
* does some data-grouping through perl
The problem is that I had to expensively (for me!) code the data-grouping in
perl. MySQL could do this job much better and more efficient. But how can the
WorkingHours-function of OTRS be brought to MySQL? Ia) by writing an MySQL
stored-procedure/function, first available on v5.0. The problem with this
approach is that the service-time must be maintained in OTRS and in the
MySQL-function => this could be done in further OTRS version through OTRS
itself with it's DB-access. Ib) by giving the modified time data from OTRS back
to MySQL. Out of OTRS a temporary table could be created which would be filled
with the modified time data through OTRS. Data-analyses (e.g. grouping) could
be done on this table.
What do you think about these approaches?
II) I wanted to do some modification over all statistics.
So I edited ~/Kernel/Modul/SystemStats.pm. But I couldn't notice any
output-changes upon code changes (beside wrong syntax: this was reported by an
error). Where or how must the statistic output module be edited?
Bye, Alex
State_Changes.pm
Description: Perl program
State_Changes_Specific.pm
Description: Perl program
<ConfigItem Name="SystemStatsMap###Ticket::StatsOwn4" Required="0"
Valid="1">
<Description Lang="en">duration of states</Description>
<Description Lang="de">Dauer der Stati</Description>
<Group>Ticket</Group>
<SubGroup>Core::Stats</SubGroup>
<Setting>
<Hash>
<Item Key="Name">Status-Verweildauer</Item>
<Item Key="Module">Kernel::System::Stats::State_Changes</Item>
<Item Key="Desc">Gibt an, wie lange die einzelnen Stati
bestehen bleiben. Es werden alle Stati betrachtet, die innerhalb des
gewuenschten Zeitraumes beendet wurden.</Item>
<Item Key="UseResultCache">1</Item>
<Item Key="Output">
<Array>
<Item>Print</Item>
<Item>CSV</Item>
</Array>
</Item>
<Item Key="OutputDefault">Print</Item>
</Hash>
</Setting>
</ConfigItem>
<ConfigItem Name="SystemStatsMap###Ticket::StatsOwn5" Required="0"
Valid="1">
<Description Lang="en">duration of specific state</Description>
<Description Lang="de">Dauer eines speziellen Status</Description>
<Group>Ticket</Group>
<SubGroup>Core::Stats</SubGroup>
<Setting>
<Hash>
<Item Key="Name">Status-Verweildauer (spezifische
Einzelbetrachtung)</Item>
<Item
Key="Module">Kernel::System::Stats::State_Changes_Specific</Item>
<Item Key="Desc">Zeigt alle Verweildauern des ausgewählten
Status a. (Status muss im ausgewaehlten Monat abgeschlossen worden sein.</Item>
<Item Key="UseResultCache">0</Item>
<Item Key="Output">
<Array>
<Item>Print</Item>
<Item>CSV</Item>
</Array>
</Item>
<Item Key="OutputDefault">Print</Item>
</Hash>
</Setting>
</ConfigItem>_______________________________________________
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