You seem to have understood Steven's "search" suggestion as a suggestion for something else than a report. I think what he meant by "search" is the filtering condition for a report. And you seem to already know that reports can be executed from the command line.
On Thu, Apr 18, 2013 at 11:55 AM, Darshak Modi <darshak.m...@elitecore.com>wrote: > Thanks a lot. > > Ok .. not so handy for me atleast! but will try. > > As suggested by Steven , if searching article update solves, i tested, can > we run the search using command line? > Just like reports , can the searches be run using some pl file? > > > > On 18-04-2013 PM 01:35, Bogdan Iosif wrote: > > 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 >> > > > > --------------------------------------------------------------------- > 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 > > > > --------------------------------------------------------------------- > 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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