Re: [otrs] Counting responses used
Hi Gabriele, Thanks so much for your reply! I actually do mean "response", like in the table standard_response. Basically I want to count how many times we've used each standard_response (by standard response name) in all of the e-mails we've ever sent externally. Unfortunately all attempts I've made to link the name of the standard response to outgoing messages have failed. If there is any further help you can provide, I would be so very grateful! Thanks! Tabitha Date: Mon, 12 Nov 2007 19:37:17 +0100 From: "Gabriele D'Andrea" <[EMAIL PROTECTED]> Subject: Re: [otrs] Counting responses used To: "User questions and discussions about OTRS.org" Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; format=flowed; charset="iso-8859-1"; reply-type=original I think you mean the artcile type: in table ARTICLE , the filed ARTICLE_TYPE_ID refers to the table ARTICLE_TYPE, where are stored the article names (e.g. email-external, which is the article type you are looking for, is referred to ID 1) Always refer to the database structure published in ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png Bye Gabriele - Original Message - From: "Tabitha Stang" <[EMAIL PROTECTED]> To: Sent: Thursday, November 08, 2007 11:45 AM Subject: Re: [otrs] Counting responses used > Hi Gabriele, > > Thanks so much for this! > > Unfortunately it doesn't seem possible to actually find out the name of > the > response used for an article sent by an agent, or am I somehow > misunderstanding the tables? > > Thanks again! > Tabitha > > ========= > > Date: Wed, 7 Nov 2007 14:56:42 +0100 > From: "Gabriele D'Andrea" <[EMAIL PROTECTED]> > Subject: Re: [otrs] Counting responses used > To: "User questions and discussions about OTRS.org" > > You have got to query the database directly to do this. > First you got to understand the database structure > Take a look at > ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png > > As a quick suggestion, you could point attention to the article table: > here > you find the different notes, replies etc. that compose a ticket, in the > same table, the a_to filed contains the addressee of your replies. > > Hope this helps > Gabriele > - Original Message - > From: Tabitha Stang > To: 'User questions and discussions about OTRS.org' > Sent: Wednesday, November 07, 2007 2:11 PM > Subject: [otrs] Counting responses used > > > Hi, > > > > My company would like to see how many incoming contacts we answer with > each of our responses. > > > > I don't see this possibility under "Stats" or "Search". > > > > Does anyone have a solution or a good workaround for this? > > > > Thanks so much! > > Tabitha Stang > > > > > > > -- > > > ___ > 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 > Support or consulting for your OTRS system? > => http://www.otrs.com/ > -- next part -- > An HTML attachment was scrubbed... > URL: > http://lists.otrs.org/pipermail/otrs/attachments/20071107/0ddc0ad6/attachmen > t-0001.html > > -- > > Message: 4 > Date: Wed, 07 Nov 2007 15:05:02 +0100 > From: Daniele <[EMAIL PROTECTED]> > Subject: [otrs] two problems with LDAP authentication > To: otrs@otrs.org > Message-ID: <[EMAIL PROTECTED]> > Content-Type: text/plain; charset=UTF-8; format=flowed > > I updated otrs from 2.0.4 to 2.2.3 yesterday on my debian server. > I didn't change the db. I am still using the previous installation mySQL > db. > > Today, if I use internal DB authentication > I can get inside my OTRS as admin and all is fine. > > But, if I change my kernel/config.pm to use LDAP authentication, I get > the following two problems. > > 1st. I no longer can get in as DB admin, I MUST use a different admin > account from MS AD. > 2nd. I no longer can get/see the edit field to enter user names on the > left side of the [ User Management ] area of the admin > [ User ] section > > Can someone help me, please? > Thank you in advance. > Daniele > > -- > > Message: 5 > Date: Wed, 07 Nov 2007 10:07:34 -0500 > From: Andy Lubel <[EMAIL PROTECTED]> > Subject: Re: [otrs] Installing on a shared hosted server
Re: [otrs] Counting responses used
I think you mean the artcile type: in table ARTICLE , the filed ARTICLE_TYPE_ID refers to the table ARTICLE_TYPE, where are stored the article names (e.g. email-external, which is the article type you are looking for, is referred to ID 1) Always refer to the database structure published in ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png Bye Gabriele - Original Message - From: "Tabitha Stang" <[EMAIL PROTECTED]> To: Sent: Thursday, November 08, 2007 11:45 AM Subject: Re: [otrs] Counting responses used Hi Gabriele, Thanks so much for this! Unfortunately it doesn't seem possible to actually find out the name of the response used for an article sent by an agent, or am I somehow misunderstanding the tables? Thanks again! Tabitha = Date: Wed, 7 Nov 2007 14:56:42 +0100 From: "Gabriele D'Andrea" <[EMAIL PROTECTED]> Subject: Re: [otrs] Counting responses used To: "User questions and discussions about OTRS.org" You have got to query the database directly to do this. First you got to understand the database structure Take a look at ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png As a quick suggestion, you could point attention to the article table: here you find the different notes, replies etc. that compose a ticket, in the same table, the a_to filed contains the addressee of your replies. Hope this helps Gabriele - Original Message - From: Tabitha Stang To: 'User questions and discussions about OTRS.org' Sent: Wednesday, November 07, 2007 2:11 PM Subject: [otrs] Counting responses used Hi, My company would like to see how many incoming contacts we answer with each of our responses. I don't see this possibility under "Stats" or "Search". Does anyone have a solution or a good workaround for this? Thanks so much! Tabitha Stang -- ___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071107/0ddc0ad6/attachmen t-0001.html -- Message: 4 Date: Wed, 07 Nov 2007 15:05:02 +0100 From: Daniele <[EMAIL PROTECTED]> Subject: [otrs] two problems with LDAP authentication To: otrs@otrs.org Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=UTF-8; format=flowed I updated otrs from 2.0.4 to 2.2.3 yesterday on my debian server. I didn't change the db. I am still using the previous installation mySQL db. Today, if I use internal DB authentication I can get inside my OTRS as admin and all is fine. But, if I change my kernel/config.pm to use LDAP authentication, I get the following two problems. 1st. I no longer can get in as DB admin, I MUST use a different admin account from MS AD. 2nd. I no longer can get/see the edit field to enter user names on the left side of the [ User Management ] area of the admin > [ User ] section Can someone help me, please? Thank you in advance. Daniele -- Message: 5 Date: Wed, 07 Nov 2007 10:07:34 -0500 From: Andy Lubel <[EMAIL PROTECTED]> Subject: Re: [otrs] Installing on a shared hosted server To: "User questions and discussions about OTRS.org" Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" Not possible. Good news though, 90% of web hosting companies (I use joyent/textdrive) give shell access, and tons of other useful services for <15$ a month. Only problem is you better hope that they have all the little perl modules installed :) Ideal situation is to get some type of virtual host. Theses types of virtualized offerings are getting cheaper all the time. -Andy On 11/7/07 2:04 AM, "Nishen Naidu" <[EMAIL PROTECTED]> wrote: Hi, Is it possible to install OTRS on a shared hosted server where there is no access to the terminal(command line)? If so, are there any instructions on how to do it? Thanks Nishen ___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071107/837c8540/attachmen t-0001.html -- Message: 6 Date: Wed, 07 Nov 2007 16:11:42 +0100 From: Richard Hinkamp - Be
Re: [otrs] Counting responses used
Hi Gabriele, Thanks so much for this! Unfortunately it doesn't seem possible to actually find out the name of the response used for an article sent by an agent, or am I somehow misunderstanding the tables? Thanks again! Tabitha = Date: Wed, 7 Nov 2007 14:56:42 +0100 From: "Gabriele D'Andrea" <[EMAIL PROTECTED]> Subject: Re: [otrs] Counting responses used To: "User questions and discussions about OTRS.org" You have got to query the database directly to do this. First you got to understand the database structure Take a look at ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png As a quick suggestion, you could point attention to the article table: here you find the different notes, replies etc. that compose a ticket, in the same table, the a_to filed contains the addressee of your replies. Hope this helps Gabriele - Original Message - From: Tabitha Stang To: 'User questions and discussions about OTRS.org' Sent: Wednesday, November 07, 2007 2:11 PM Subject: [otrs] Counting responses used Hi, My company would like to see how many incoming contacts we answer with each of our responses. I don't see this possibility under "Stats" or "Search". Does anyone have a solution or a good workaround for this? Thanks so much! Tabitha Stang -- ___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071107/0ddc0ad6/attachmen t-0001.html -- Message: 4 Date: Wed, 07 Nov 2007 15:05:02 +0100 From: Daniele <[EMAIL PROTECTED]> Subject: [otrs] two problems with LDAP authentication To: otrs@otrs.org Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=UTF-8; format=flowed I updated otrs from 2.0.4 to 2.2.3 yesterday on my debian server. I didn't change the db. I am still using the previous installation mySQL db. Today, if I use internal DB authentication I can get inside my OTRS as admin and all is fine. But, if I change my kernel/config.pm to use LDAP authentication, I get the following two problems. 1st. I no longer can get in as DB admin, I MUST use a different admin account from MS AD. 2nd. I no longer can get/see the edit field to enter user names on the left side of the [ User Management ] area of the admin > [ User ] section Can someone help me, please? Thank you in advance. Daniele -- Message: 5 Date: Wed, 07 Nov 2007 10:07:34 -0500 From: Andy Lubel <[EMAIL PROTECTED]> Subject: Re: [otrs] Installing on a shared hosted server To: "User questions and discussions about OTRS.org" Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" Not possible. Good news though, 90% of web hosting companies (I use joyent/textdrive) give shell access, and tons of other useful services for <15$ a month. Only problem is you better hope that they have all the little perl modules installed :) Ideal situation is to get some type of virtual host. Theses types of virtualized offerings are getting cheaper all the time. -Andy On 11/7/07 2:04 AM, "Nishen Naidu" <[EMAIL PROTECTED]> wrote: > Hi, > > Is it possible to install OTRS on a shared hosted server where there is no > access > to the terminal(command line)? > If so, are there any instructions on how to do it? > > Thanks > Nishen > > > ___ > 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 > Support or consulting for your OTRS system? > => http://www.otrs.com/ -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071107/837c8540/attachmen t-0001.html -- Message: 6 Date: Wed, 07 Nov 2007 16:11:42 +0100 From: Richard Hinkamp - BeSite <[EMAIL PROTECTED]> Subject: Re: [otrs] Installing on a shared hosted server To: "User questions and discussions about OTRS.org" Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1; format=flowed > Not possible. Is possible. When the server has all perl modules, you can upload OTRS and with the correct config it will run. The only thing you probably need is a way to install cronjobs
[otrs] Counting responses used
Hi, My company would like to see how many incoming contacts we answer with each of our responses. I don't see this possibility under "Stats" or "Search". Does anyone have a solution or a good workaround for this? Thanks so much! Tabitha Stang ___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Counting responses used
You have got to query the database directly to do this. First you got to understand the database structure Take a look at ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png As a quick suggestion, you could point attention to the article table: here you find the different notes, replies etc. that compose a ticket, in the same table, the a_to filed contains the addressee of your replies. Hope this helps Gabriele - Original Message - From: Tabitha Stang To: 'User questions and discussions about OTRS.org' Sent: Wednesday, November 07, 2007 2:11 PM Subject: [otrs] Counting responses used Hi, My company would like to see how many incoming contacts we answer with each of our responses. I don't see this possibility under "Stats" or "Search". Does anyone have a solution or a good workaround for this? Thanks so much! Tabitha Stang -- ___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
