Re: [otrs] generating report of standard responses for tickets

[Billy L. Williams, Jr.]

Thanks, Martin, that's a good idea.  However, I think I'll change my 
local installation to save the "response_id" field on the "article" 
table when an agent responds to a ticket since it seems much cleaner 
that way (we rotate and move our webserver logfiles around).

Billy

Martin Edenhofer wrote:

Hi Billy,

On Mon, Oct 20, 2003 at 12:26:31PM -0700, Billy L. Williams, Jr. wrote:
 

We are very happy users of OTRS, but we would like to build a report 
that shows us how popular our "standard responses" are.   We are capable 
of writing SQL queries to get the data out, but I don't see anywhere 
where we can get the standard response ID that was used to generate a 
particular email.  Does anybody know if this data exists in the database 
somewhere already, or should I go ahead and patch OTRS itself to store 
the responseID on the "article" or "ticket" tables?
   

This info isn't stored at this moment. You could just parse/check
your http access log to get this info.
 

Billy
   

 Martin

--
Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/
--
Perfection is our goal, excellence will be tolerated. -- J. Yahl
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