https://bugzilla.wikimedia.org/show_bug.cgi?id=46439
Oliver Keyes <oke...@wikimedia.org> changed:
What |Removed |Added
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CC| |oke...@wikimedia.org
--- Comment #6 from Oliver Keyes <oke...@wikimedia.org> ---
I can't speak for the specific queries, but generally-speaking I suspect that
db access is not going to prove as useful as Rjd and others might hope.
Speaking, in this case, as someone who has wandered around the OTRS db. Mostly
while looking at things in horror.
Objectively, the OTRS db structure allows for many different metrics to be
gathered and checked - although it's terribly structured, which introduces a
fairly high learning curve. However, our implementation *of* OTRS, and the way
that agents use it in practise, means a lot of this data simply isn't
available; ownership automatically reverting to the admin account, for example,
makes it difficult to gather reliable data on ticket handling numbers,
historical usage, etc, etc.
I don't have any particular perspective on whether SQL box access is justified,
but I think admins are going to be disappointed by what data they can get and
rely on.
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