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,
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OTRS mailing list: otrs - Webpage: http://otrs.org/
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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?
O
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,
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-
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
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 b
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
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,
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 th
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 c
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
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
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. Yo
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
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, 20
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 ag
> 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
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 OT
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