The last paragraph about timing is wrong. I meant "No-setter" instead of "Yes-setter" and "tickets that just got older than 2 days" instead of "new tickets"
On Thu, Apr 18, 2013 at 12:42 PM, Bogdan Iosif <bogdan.io...@gmail.com>wrote: > 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 open. >>>> 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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