Hi Leo,
Followed your advise and worked for me, below is the query I used in
case anyone wanted to know (ran and exported using phpMyAdmin on the
machine):
SELECT ticket.tn as 'Ticket Number',article.a_subject,queue.name as
'Queue',users.first_name,users.last_name,ticket.create_time,ticket_state.name,count(*)
as 'Replies' FROM ticket JOIN article on ticket.id = article.ticket_id
JOIN ticket_state ON ticket.ticket_state_id = ticket_state.id JOIN
queue on ticket.queue_id = queue.id JOIN users on ticket.user_id =
users.id WHERE(ticket.create_time between DATE('2010-01-01') AND
DATE('2010-02-01')) GROUP BY ticket.tn ORDER BY ticket.create_time ASC
Regards,
Prince
Chavez
Customer Relations Manager
TonerBoss.com
714-482-0377 x 6524
This message is intended solely for the use of the original
addressee(s) and may contain information that is privileged and
confidential. Any unauthorized dissemination of this communication is
strictly prohibited. If you are not the intended recipient, you are
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Leonardo Certuche wrote:
Hi,
You could write an SQL query. All the info you're asking is stored in
the article table. Each entry has the ticket_id (related to the ticket
table where you find the real ticket number - tn), the article_type_id
(related to the article_type table where you find the type of updates),
who made it (a_from), what subject (a_subject), what was wrote (a_body)
and when (create_time)
Take a look at the database schema ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png
so you get a better picture of how all info is stored and related
Leonardo Certuche
On Wed, Feb 3, 2010 at 9:05 PM, Prince
Chavez <prince.cha...@tonerboss.com>
wrote:
Hi all,
How can we track the number of updates (notes, phonecalls, emails) on a
ticket before it was marked closed?
Thanks in advance!
--
Prince
Chavez
Customer Relations
Manager
TonerBoss.com
714-482-0377 x 6524
This message is intended solely for the use of the original
addressee(s) and may contain information that is privileged and
confidential. Any unauthorized dissemination of this communication is
strictly prohibited. If you are not the intended recipient, you are
notified that any dissemination of this communication is prohibited.
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