Ugh... you're right. I don't know of any quick solution out of this situation. You could do something convoluted, like this: - Add a ticket dynamic field named "Changed in the last 2 days" of type multiple select with two values: "Yes" and "No" - Add a generic agent job "No-setter of Changed in the last 2 days" that uses the search condition "Change time" with "before 2 days" and sets "Changed in the last 2 days" to "No" - Add another generic agent job "Yes-setter of Changed in the last 2 days" that uses the search condition "Change time" with "last 2 days" and sets "Changed in the last 2 days" to "Yes" - Add a report that filters tickets based on "Changed in the last 2 days" = "No"
You will need to adjust timings for the jobs based on when you need to run the report because unless the "Yes-setter" runs very often you will not catch new tickets in the report as they don't have the dynamic field set to "Yes" until "Yes-setter" runs On Thu, Apr 18, 2013 at 12:09 PM, Darshak Modi <darshak.m...@elitecore.com>wrote: > As per my understanding,In report creation/generation there is no > selection of Article update before/after like criteria, which is > available in search. > > > > > > > On 18-04-2013 PM 02:36, Bogdan Iosif wrote: > > 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 >> > > > > --------------------------------------------------------------------- > 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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