I don't think you can do this with dynamic stats (the type of report where you configure fields for columns, filters, etc. from OTRS's agent web interface -> STATISTICS module).
You can do it with static stats if you know some minimal Perl, SQL and how to integrate a new Perl file into OTRS as a backend for a static stat report. If you know SQL but not Perl then you can forget about integrating the report into OTRS and just run a query on the OTRS database and export its results in Excel. For the query you need to select from table "ticket" those entries not having corresponding entries in table "ticket_history" with their "create_time" column within the last 2 days and their "history_type_id" column = "2" (2 corresponds to a "FollowUp" history entry type). OTRS registers a history entry of type "FollowUp" whenever a customer posts a reply to a ticket through his web interface or via email. You need to decide your definition of "follow up" is the same. You will also need to add to the query references to a lot of simple dictionary type tables to get actual human readable values for things like ticket's queue name, service name, owner, etc. This last part can be covered by just looking at the database tables and making common sense assumptions. /bogdan On Thu, Apr 18, 2013 at 10:15 AM, Darshak Modi <darshak.m...@elitecore.com>wrote: > How to find that the ticket does not have any follow up in last 2 days,when > its ope > n. > In search or report creation there is no option for followup search, > > -- > > > --------------------------------------------------------------------- > 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 >
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