I did...
(excuse html but the table won't display without it.)
There was only one field with that problem.. when you look at the actual
data in the DB (via phpmyadmin in this instance) the ticket reads as
"Pending reminder" but if you look in OTRS itself, the ticket is
closed. Its very odd, this OTRS (2.2.4) has a 200MB mysqldump file
(it's had a busy life) and yet there is only one instance of pending
reminder where it should be closed.. That is what led me to believe that
perhaps a cron job should have updated its state or something..
The other thing I'm wondering about, is how to calculate the total time
spent by each CSO in a given period..
First now I have a table like this:
*User* *Tickets closed* *Time spent.*
Amanda 12
Janelle 5
Simon 2
Tim 35
Frank 120
Peter 56
Nicholas 9
Mark 4
Based in this case on a two week period.... (I'm kicking ass as you can
see :-)
I want to be able to calculate the time spent on all tickets in that
same timeframe..
(The timeframe stuff I understand, I just don't understand how to tally
up the time spent..)
Rght now they are using a really inefficient Perl Tokeparser script to
generate the stats from OTRS itself. My SQL (no pun intended) one works
in seconds and is slowly starting to produce the same results...
rgds
Frank
Gabriele D'Andrea wrote:
hmm, I've wrtitten a stat script too, and I haven't noticed this
strange behaviour.
If you view the ticket as closed in the web interface, then it should
be closed in the database too, maybe it's just an error in your script.
To be sure of that, look at TICKET_STATE_ID in table TICKET.
Hope this helps
Gabriele
----- Original Message ----- From: "Frank Hauptle"
<[EMAIL PROTECTED]>
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Sent: Friday, November 30, 2007 8:57 AM
Subject: [otrs] "Pending reminder" where should be "closed"
I'm writing a little stats script to do some custom stuff and I've
just noticed that
the state of some closed tickets is still "pending reminder"
I thought once a ticket has been closed the reminders stop, and that
would also update the state to "closed"
but this doesn't seem to be the case..
Is there some cron process that should have updated the state field
in the ticket table ?
rgds
Frank
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