Re: [otrs] OTRS reports or stats
I have a couple of user groups on the ldap that represent each
department in my company and i want to generate tickets with the number
of tickets per department. I was able to map the group field to see it
in the customer information on otrs, but how to do the reports!
regards
abdelrahman
On Thu, 2006-05-18 at 08:12 +0200, Alexander Scholler wrote:
> Hi,
>
> Abdelrahman schrieb:
> > ALEX, THANKS!
> >
> > I had to add somethings to ticket.pm but it worked like a charm.
> >
> > Although i wasn't satisfied by the graph generated
> >
> > Is there a way to generate a bar graph instead of the broken line..
>
> See ~/Kernel/Module/SystemStats.pm
>
> You can use Graph(|Line|Bars|Pie) as graphic types.
>
> >
> > Also,
> >
> > I have another question,
> >
> > it there a way to map my ldap groups to the customer groups in otrs and
> > generate a report that is grouped by customer group
>
> I don't have know how on customer groups.
> You use groupOfUniqueNames or posixGroups on LDAP?
> Perhaps you can map CustomerID to a specific LDAP-value - but this would
> be a N:1-relationship.
>
> >
> >
> > regards
> > abdelrahman
>
> Bye, Alex
>
> >
> > On Tue, 2006-05-16 at 10:39 +0200, Alexander Scholler wrote:
> >> Hi,
> >>
> >> Abdelrahman schrieb:
> >>> Hi all,
> >>>
> >>> I am enjoying OTRS, it is the best open source help desk i found until
> >>> now, the problem is that i need to OTRS to produce reports more than
> >>> those i found in the stats module?!
> >>>
> >>> I thought about using a thirdparty product to produce the reports but my
> >>> boss won't agree about that because he needs a complete solution,
> >>> therefore, he will need to produce the reports from the stats module.
> >> So you know the SQL-statements producing the stats you want.
> >>>
> >>> Did any one design any custom reports?!
> >> 1) Make a copy of AccountedTime.pm, clear this files (delete all you
> >> don't need) and
> >>
> >> 2) e.g. replace the sub Run with this on
> >>
> >> sub Run {
> >> my $Self = shift;
> >> my %Param = @_;
> >> $Param{Month} = sprintf("%02d", $Param{Month});
> >> my $Title = "$Param{Name} $Param{Year}-$Param{Month}";
> >> my @HeadData = ('CustomerID', 'Tickets', 'Articles', 'Time');
> >> my @Data = ();
> >> # get accounted time
> >> my $Days = Days_in_Month($Param{Year},$Param{Month});
> >> my @Tickets = ();
> >>
> >> my $SQL = < >> SELECT
> >> customer_id AS Amt,
> >> COUNT(id) AS Tickets,
> >> SUM((SELECT COUNT(id) FROM article WHERE ticket_id = t.id)) AS
> >> Aktivitaeten,
> >> CAST(SUM((SELECT SUM(time_unit) FROM time_accounting WHERE ticket_id =
> >> t.id)) AS UNSIGNED) AS Stunden
> >> FROM ticket t
> >> WHERE create_time >= '$Param{Year}-$Param{Month}-01 00:00:01'
> >> AND create_time <= '$Param{Year}-$Param{Month}-$Days 23:59:59'
> >> GROUP BY customer_id;
> >> ENDE
> >>
> >> $Self->{DBObject}->Prepare(SQL => $SQL);
> >> while (my @Row = $Self->{DBObject}->FetchrowArray()) {
> >> push (@Data, [EMAIL PROTECTED]);
> >> }
> >>
> >> return ([$Title],[EMAIL PROTECTED], @Data);
> >> }
> >>
> >> 3) correct the package name at the top of the file.
> >>
> >> 4) insert into ~/Kernel/Config/Files/Ticket.xml
> >>
> >> >> Valid="1">
> >> support done per customer#
> >> (customer_id)
> >> geleisteter Support pro Kunden#
> >> (customer_id)
> >> Ticket
> >> Core::Stats
> >>
> >>
> >> Support pro Kunden#
> >> >> Key="Module">Kernel::System::Stats::Support_per_Customer_id
> >> Support der insgesamt fuer Tickets
> >> geleistet wurde, die innerhalb des Zeitraumes -erstellt- wurden,
> >> gruppiert nach Kunden# >> tem>
> >> 1
> >> 0
> >>
> >>
> >> Print
> >> CSV
> >>
> >>
> >> Print
> >>
> >>
> >>
> >>
> >>>
> >>> I didn't find anything in the developer documentation and i didn't
> >>> understand a thing from the *.pm in system\stats\ on the server
> >>>
> >>> HELP
> >>> abdelrahman
> >> Bye, Alex
> >> ___
> >> 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 oder Consulting für Ihr OTRS System?
> >> => http://www.otrs.de/
> >
> > ___
> > 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 oder Consulting f�r Ihr OTRS System?
> > => http://www.otrs.de/
> >
> >
> >
>
> ___
> OTRS mailing list:
Re: [otrs] OTRS reports or stats
Hi,
Abdelrahman schrieb:
ALEX, THANKS!
I had to add somethings to ticket.pm but it worked like a charm.
Although i wasn't satisfied by the graph generated
Is there a way to generate a bar graph instead of the broken line..
See ~/Kernel/Module/SystemStats.pm
You can use Graph(|Line|Bars|Pie) as graphic types.
Also,
I have another question,
it there a way to map my ldap groups to the customer groups in otrs and
generate a report that is grouped by customer group
I don't have know how on customer groups.
You use groupOfUniqueNames or posixGroups on LDAP?
Perhaps you can map CustomerID to a specific LDAP-value - but this would
be a N:1-relationship.
regards
abdelrahman
Bye, Alex
On Tue, 2006-05-16 at 10:39 +0200, Alexander Scholler wrote:
Hi,
Abdelrahman schrieb:
Hi all,
I am enjoying OTRS, it is the best open source help desk i found until
now, the problem is that i need to OTRS to produce reports more than
those i found in the stats module?!
I thought about using a thirdparty product to produce the reports but my
boss won't agree about that because he needs a complete solution,
therefore, he will need to produce the reports from the stats module.
So you know the SQL-statements producing the stats you want.
Did any one design any custom reports?!
1) Make a copy of AccountedTime.pm, clear this files (delete all you
don't need) and
2) e.g. replace the sub Run with this on
sub Run {
my $Self = shift;
my %Param = @_;
$Param{Month} = sprintf("%02d", $Param{Month});
my $Title = "$Param{Name} $Param{Year}-$Param{Month}";
my @HeadData = ('CustomerID', 'Tickets', 'Articles', 'Time');
my @Data = ();
# get accounted time
my $Days = Days_in_Month($Param{Year},$Param{Month});
my @Tickets = ();
my $SQL = < SUM((SELECT COUNT(id) FROM article WHERE ticket_id = t.id)) AS
Aktivitaeten,
CAST(SUM((SELECT SUM(time_unit) FROM time_accounting WHERE ticket_id =
t.id)) AS UNSIGNED) AS Stunden
FROM ticket t
WHERE create_time >= '$Param{Year}-$Param{Month}-01 00:00:01'
AND create_time <= '$Param{Year}-$Param{Month}-$Days 23:59:59'
GROUP BY customer_id;
ENDE
$Self->{DBObject}->Prepare(SQL => $SQL);
while (my @Row = $Self->{DBObject}->FetchrowArray()) {
push (@Data, [EMAIL PROTECTED]);
}
return ([$Title],[EMAIL PROTECTED], @Data);
}
3) correct the package name at the top of the file.
4) insert into ~/Kernel/Config/Files/Ticket.xml
Valid="1">
support done per customer#
(customer_id)
geleisteter Support pro Kunden#
(customer_id)
Ticket
Core::Stats
Support pro Kunden#
Key="Module">Kernel::System::Stats::Support_per_Customer_id
Support der insgesamt fuer Tickets
geleistet wurde, die innerhalb des Zeitraumes -erstellt- wurden,
gruppiert nach Kunden#
tem>
1
0
Print
CSV
Print
I didn't find anything in the developer documentation and i didn't
understand a thing from the *.pm in system\stats\ on the server
HELP
abdelrahman
Bye, Alex
___
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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
___
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 oder Consulting f�r Ihr OTRS System?
=> http://www.otrs.de/
___
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Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting f�r Ihr OTRS System?
=> http://www.otrs.de/
Re: [otrs] OTRS reports or stats
ALEX, THANKS!
I had to add somethings to ticket.pm but it worked like a charm.
Although i wasn't satisfied by the graph generated
Is there a way to generate a bar graph instead of the broken line..
Also,
I have another question,
it there a way to map my ldap groups to the customer groups in otrs and
generate a report that is grouped by customer group
regards
abdelrahman
On Tue, 2006-05-16 at 10:39 +0200, Alexander Scholler wrote:
> Hi,
>
> Abdelrahman schrieb:
> > Hi all,
> >
> > I am enjoying OTRS, it is the best open source help desk i found until
> > now, the problem is that i need to OTRS to produce reports more than
> > those i found in the stats module?!
> >
> > I thought about using a thirdparty product to produce the reports but my
> > boss won't agree about that because he needs a complete solution,
> > therefore, he will need to produce the reports from the stats module.
>
> So you know the SQL-statements producing the stats you want.
> >
> > Did any one design any custom reports?!
>
> 1) Make a copy of AccountedTime.pm, clear this files (delete all you
> don't need) and
>
> 2) e.g. replace the sub Run with this on
>
> sub Run {
> my $Self = shift;
> my %Param = @_;
> $Param{Month} = sprintf("%02d", $Param{Month});
> my $Title = "$Param{Name} $Param{Year}-$Param{Month}";
> my @HeadData = ('CustomerID', 'Tickets', 'Articles', 'Time');
> my @Data = ();
> # get accounted time
> my $Days = Days_in_Month($Param{Year},$Param{Month});
> my @Tickets = ();
>
> my $SQL = < SELECT
> customer_id AS Amt,
> COUNT(id) AS Tickets,
> SUM((SELECT COUNT(id) FROM article WHERE ticket_id = t.id)) AS
> Aktivitaeten,
> CAST(SUM((SELECT SUM(time_unit) FROM time_accounting WHERE ticket_id =
> t.id)) AS UNSIGNED) AS Stunden
> FROM ticket t
> WHERE create_time >= '$Param{Year}-$Param{Month}-01 00:00:01'
> AND create_time <= '$Param{Year}-$Param{Month}-$Days 23:59:59'
> GROUP BY customer_id;
> ENDE
>
> $Self->{DBObject}->Prepare(SQL => $SQL);
> while (my @Row = $Self->{DBObject}->FetchrowArray()) {
> push (@Data, [EMAIL PROTECTED]);
> }
>
> return ([$Title],[EMAIL PROTECTED], @Data);
> }
>
> 3) correct the package name at the top of the file.
>
> 4) insert into ~/Kernel/Config/Files/Ticket.xml
>
> Valid="1">
> support done per customer#
> (customer_id)
> geleisteter Support pro Kunden#
> (customer_id)
> Ticket
> Core::Stats
>
>
> Support pro Kunden#
> Key="Module">Kernel::System::Stats::Support_per_Customer_id
> Support der insgesamt fuer Tickets
> geleistet wurde, die innerhalb des Zeitraumes -erstellt- wurden,
> gruppiert nach Kunden# tem>
> 1
> 0
>
>
> Print
> CSV
>
>
> Print
>
>
>
>
> >
> > I didn't find anything in the developer documentation and i didn't
> > understand a thing from the *.pm in system\stats\ on the server
> >
> > HELP
> > abdelrahman
>
> Bye, Alex
> ___
> 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 oder Consulting für Ihr OTRS System?
> => http://www.otrs.de/
___
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 oder Consulting f�r Ihr OTRS System?
=> http://www.otrs.de/
Re: [otrs] OTRS reports or stats
Hi,
Abdelrahman schrieb:
Hi all,
I am enjoying OTRS, it is the best open source help desk i found until
now, the problem is that i need to OTRS to produce reports more than
those i found in the stats module?!
I thought about using a thirdparty product to produce the reports but my
boss won't agree about that because he needs a complete solution,
therefore, he will need to produce the reports from the stats module.
So you know the SQL-statements producing the stats you want.
Did any one design any custom reports?!
1) Make a copy of AccountedTime.pm, clear this files (delete all you
don't need) and
2) e.g. replace the sub Run with this on
sub Run {
my $Self = shift;
my %Param = @_;
$Param{Month} = sprintf("%02d", $Param{Month});
my $Title = "$Param{Name} $Param{Year}-$Param{Month}";
my @HeadData = ('CustomerID', 'Tickets', 'Articles', 'Time');
my @Data = ();
# get accounted time
my $Days = Days_in_Month($Param{Year},$Param{Month});
my @Tickets = ();
my $SQL = < SUM((SELECT COUNT(id) FROM article WHERE ticket_id = t.id)) AS
Aktivitaeten,
CAST(SUM((SELECT SUM(time_unit) FROM time_accounting WHERE ticket_id =
t.id)) AS UNSIGNED) AS Stunden
FROM ticket t
WHERE create_time >= '$Param{Year}-$Param{Month}-01 00:00:01'
AND create_time <= '$Param{Year}-$Param{Month}-$Days 23:59:59'
GROUP BY customer_id;
ENDE
$Self->{DBObject}->Prepare(SQL => $SQL);
while (my @Row = $Self->{DBObject}->FetchrowArray()) {
push (@Data, [EMAIL PROTECTED]);
}
return ([$Title],[EMAIL PROTECTED], @Data);
}
3) correct the package name at the top of the file.
4) insert into ~/Kernel/Config/Files/Ticket.xml
Valid="1">
support done per customer#
(customer_id)
geleisteter Support pro Kunden#
(customer_id)
Ticket
Core::Stats
Support pro Kunden#
Key="Module">Kernel::System::Stats::Support_per_Customer_id
Support der insgesamt fuer Tickets
geleistet wurde, die innerhalb des Zeitraumes -erstellt- wurden,
gruppiert nach Kunden#
tem>
1
0
Print
CSV
Print
I didn't find anything in the developer documentation and i didn't
understand a thing from the *.pm in system\stats\ on the server
HELP
abdelrahman
Bye, Alex
___
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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
Re: [otrs] OTRS reports or stats
search the mailinglist, its often discussed there. Li [EMAIL PROTECTED] schrieb am 16.05.2006 08:52:14: > Hi all, > > I am enjoying OTRS, it is the best open source help desk i found > until now, the problem is that i need to OTRS to produce reports > more than those i found in the stats module?! > > I thought about using a thirdparty product to produce the reports > but my boss won't agree about that because he needs a complete > solution, therefore, he will need to produce the reports from the > stats module. > > Did any one design any custom reports?! > > I didn't find anything in the developer documentation and i didn't > understand a thing from the *.pm in system\stats\ on the server > > HELP > abdelrahman___ > 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 oder Consulting für Ihr OTRS System? > => http://www.otrs.de/___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] OTRS reports or stats
Hi all, I am enjoying OTRS, it is the best open source help desk i found until now, the problem is that i need to OTRS to produce reports more than those i found in the stats module?! I thought about using a thirdparty product to produce the reports but my boss won't agree about that because he needs a complete solution, therefore, he will need to produce the reports from the stats module. Did any one design any custom reports?! I didn't find anything in the developer documentation and i didn't understand a thing from the *.pm in system\stats\ on the server HELP abdelrahman ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
