[otrs] How to find tickets that have no followup in 2 days
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
Re: [otrs] How to find tickets that have no followup in 2 days
OTRS search doesn't distinguish between followup and an agent updating a case, so the following search will bring back open tickets not touched for 2 days. Search: Article Create Time (before/after): before 2 days State: open But I'm assuming you already tried that before posting to the list? On 18 April 2013 08:15, Darshak Modi 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
Re: [otrs] How to find tickets that have no followup in 2 days
I guess it's what ticket unlock timeout is for. BR, Cyrille Le 18/04/2013 09:15, Darshak Modi a écrit : 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
Re: [otrs] Migrating Tickets to OTRS
Hi there, We did something similar, by keeping it simple. No need for looking at export/import formats, just send them as e-mails, otrs know how to handle that. - Identify fields and states in your home grown system that you want to be available in OTRS. - Export old tickets in whatever format you like. - Create a simple script that sends e-mails to OTRS with your identified fields *in addition* to the original content. So, in addition to the original ticket just placed in the body of a new e-mail, we also added something like this to the top of the e-mail: OLD_State: OLD_Customer: OLD_Queue: And then we added postmaster filters in OTRS to match on those fields and from them set the state, customer, queue and whatever. So after the e-mails arrive in OTRS, they're sorted correctly and old tickets are closed. We're now able to search and browse the old content, and have the necessary fields filled. After the import, simply delete the postmaster filters again. -- /Sune T. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Parag Bhalerao Sent: 17. april 2013 18:46 To: s.ditt...@eureca.de; User questions and discussions about OTRS. Subject: Re: [otrs] Migrating Tickets to OTRS Thanks Susan, The old system is home grown, so I can export the data in whatever format that OTRS accepts. I want to know how the import would work and what the limitations are. . In which form can your old system export? - I can export and make it match OTRS supported import format . Which OTRS fields need to be populated in a way that you can reference them later? - As many as possible. Definitely time stamps . Do you need to keep ticket numbers intact? Yes, if possible . How's the relationship between old and OTRS ticket numbers? - No relationship. If I can import tickets, I can retire old system. GoodWills Parag Bhalerao -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Susan Dittmar Sent: Wednesday, April 17, 2013 11:33 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Migrating Tickets to OTRS Parag Bhalerao schrieb: > Is there a way to import tickets > from other system to OTRS? If so, how to go about it? Whether there's a way or not depends strongly on the system from which you want to import, and on how detailed the information fed into OTRS should be. In which form can your old system export? Which OTRS fields need to be populated in a way that you can reference them later? Do you need to keep ticket numbers intact, and how's the relationship between old and OTRS ticket numbers? A lot of questions, and it's just the beginning, just what comes to my mind in the first seconds after reading your mail. Without more detailed problem description I doubt anyone can give you much help. Susan - 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
Re: [otrs] How to find tickets that have no followup in 2 days
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 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
Re: [otrs] How to find tickets that have no followup in 2 days
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 mailto: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
Re: [otrs] How to find tickets that have no followup in 2 days
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 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 > 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
Re: [otrs] How to find tickets that have no followup in 2 days
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 mailto: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 mailto: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
Re: [otrs] How to find tickets that have no followup in 2 days
Why don't you use unlock timeout? *Simply* set an unlock timeout of 2 days and then search for all open tickets that are unlocked. Cyr Le 18/04/2013 11:09, Darshak Modi a écrit : 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 mailto: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 mailto: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 - 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
Re: [otrs] How to find tickets that have no followup in 2 days
Actually by default unlock time is set to 1 min, so no agent can lock the ticket. And anyone is free to respond. Darshak Modi | Elitecore Technologies Telecom Practices- India Office: 079-26405600 | +91-9909008245 Skype: darshakamodi On 18-04-2013 PM 03:08, Cyrille Bollu wrote: Why don't you use unlock timeout? *Simply* set an unlock timeout of 2 days and then search for all open tickets that are unlocked. Cyr Le 18/04/2013 11:09, Darshak Modi a écrit : 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 mailto: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 mailto: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 - 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
Re: [otrs] How to find tickets that have no followup in 2 days
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 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 > 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 > - 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
Re: [otrs] How to find tickets that have no followup in 2 days
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 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 > 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 -
[otrs] Report For Survey
Hi Susan, I resolved the problem and made the next State as mandatory without remove the Close option , but still how can make reports for survey I need to the Survey results can be exported to excel (csv) file with the individual ratings, which includes ticket number, customer name, SLA response, SLA resolution and average score of the questions. Thanks, Yousef Hamad Technical Support Mob +962 799372852 ___ This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secured or error-free, as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Employees of Aspire Infotech are expressly required not to make defamatory statements and not to infringe or authorize any infringement of copyright or any other legal right by email communications. Aspire Infotech, 130 Queen Rania Street, PO Box 840098 Amman 11181 Jordan - 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
Re: [otrs] Report For Survey
use the -f CSV option in otrs.GenerateStats.pl Please don't ask questions directly to people on a public mailing list unless they address you. This isn't that person's email and it's not good etiquette to send to a personal email address and to a public forum at the same time. On Thu, Apr 18, 2013 at 7:38 AM, Yousef Hamad wrote: > Hi Susan, > I resolved the problem and made the next State as mandatory without remove > the Close option , but still how can make reports for survey I need to the > Survey results can be exported to excel (csv) file with the individual > ratings, which includes ticket number, customer name, SLA response, SLA > resolution and average score of the questions. > > > > > Thanks, > Yousef Hamad > Technical Support > Mob +962 799372852 > > > > > > ___ > > This message contains confidential information and is intended only for > the individual named. If you are not the named addressee you should not > disseminate, distribute or copy this e-mail. Please notify the sender > immediately by e-mail if you have received this e-mail by mistake and > delete this e-mail from your system. E-mail transmission cannot be > guaranteed to be secured or error-free, as information could be > intercepted, corrupted, lost, destroyed, arrive late or incomplete, or > contain viruses. The sender therefore does not accept liability for any > errors or omissions in the contents of this message, which arise as a > result of e-mail transmission. If verification is required please request a > hard-copy version. > Any views or opinions presented in this email are solely those of the > author and do not necessarily represent those of the company. Employees of > Aspire Infotech are expressly required not to make defamatory statements > and not to infringe or authorize any infringement of copyright or any other > legal right by email communications. > > Aspire Infotech, 130 Queen Rania Street, PO Box 840098 Amman 11181 Jordan > - > 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
Re: [otrs] How to find tickets that have no followup in 2 days
As suggested by Steven , if searching article update solves, i tested, can we run the search using command line? Since you're writing the code, make it work the way YOU want it to work. Just like reports , can the searches be run using some pl file? He's suggesting you do direct SQL queries against the database - outside of OTRS - using your own code. If you do that, then how it is run depends on how you write the code and what tool you use to do it. The key point is that OTRS data is just data in database tables. You install a ODBC connector to the database (if you want to use Windows-based tools) or use the direct API to access the underlying OTRS database tables, and then you can use whatever reporting tool suits you in whatever way it suits you. I've had good success with Jasper Reports, MS Access and Crystal Reports. All will let you run things in batch from the command line, but that's coincidental that the data happens to come from OTRS; the reporting tool governs how the reports can be run, not 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
Re: [otrs] Report For Survey
> still how can make reports for survey I need to > the Survey results can be exported to excel (csv) file with the individual > ratings, which includes ticket number, customer name, SLA response, SLA > resolution and average score of the questions. You've been told this several times. There's no OTRS supplied code to do this. You have to either: 1) write it yourself 2) pay someone to write it for you Asking repeatedly isn't going to change that answer. Your best option is to access the data directly from the database via a reporting tool. The OTRS database schema isn't all that complicated, and it is documented. Any reasonably-competent MS Access or Excel user should be able to construct a SQL query against the ticket table that produces the desired result. Documentation for using ODBC data sources is in the reporting tool manuals, and setting up ODBC access to the database is usually not difficult to find (google: "ODBC MySQL" or "ODBC ") . That will let you create any report or data you want. - 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
Re: [otrs] Migrating Tickets to OTRS
Sounds logical and simple. Will try and let you know. Many thanks... GoodWills Parag Bhalerao -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Sune T. Tougaard Sent: Thursday, April 18, 2013 3:52 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Migrating Tickets to OTRS Hi there, We did something similar, by keeping it simple. No need for looking at export/import formats, just send them as e-mails, otrs know how to handle that. - Identify fields and states in your home grown system that you want to be available in OTRS. - Export old tickets in whatever format you like. - Create a simple script that sends e-mails to OTRS with your identified fields *in addition* to the original content. So, in addition to the original ticket just placed in the body of a new e-mail, we also added something like this to the top of the e-mail: OLD_State: OLD_Customer: OLD_Queue: And then we added postmaster filters in OTRS to match on those fields and from them set the state, customer, queue and whatever. So after the e-mails arrive in OTRS, they're sorted correctly and old tickets are closed. We're now able to search and browse the old content, and have the necessary fields filled. After the import, simply delete the postmaster filters again. -- /Sune T. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Parag Bhalerao Sent: 17. april 2013 18:46 To: s.ditt...@eureca.de; User questions and discussions about OTRS. Subject: Re: [otrs] Migrating Tickets to OTRS Thanks Susan, The old system is home grown, so I can export the data in whatever format that OTRS accepts. I want to know how the import would work and what the limitations are. . In which form can your old system export? - I can export and make it match OTRS supported import format . Which OTRS fields need to be populated in a way that you can reference them later? - As many as possible. Definitely time stamps . Do you need to keep ticket numbers intact? Yes, if possible . How's the relationship between old and OTRS ticket numbers? - No relationship. If I can import tickets, I can retire old system. GoodWills Parag Bhalerao -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Susan Dittmar Sent: Wednesday, April 17, 2013 11:33 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Migrating Tickets to OTRS Parag Bhalerao schrieb: > Is there a way to import tickets > from other system to OTRS? If so, how to go about it? Whether there's a way or not depends strongly on the system from which you want to import, and on how detailed the information fed into OTRS should be. In which form can your old system export? Which OTRS fields need to be populated in a way that you can reference them later? Do you need to keep ticket numbers intact, and how's the relationship between old and OTRS ticket numbers? A lot of questions, and it's just the beginning, just what comes to my mind in the first seconds after reading your mail. Without more detailed problem description I doubt anyone can give you much help. Susan - 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
