On Thursday, June 03, 2004 10:17 PM
Juan Gonzalez <[EMAIL PROTECTED]> wrote:
> 1) Is there a way to close a ticket without putting notes in it? We
> use another system for our order management, and any notes are
> usually put in there. It's hard getting my customer care team to do
> any extra steps than what they are used to with our current email
> system so an option of turning off the mandatory typing of a note
> would be nice.
You might disable the JavaScript code that does the check, but it would
be nicer to just set in Config.pm:
$Self->{DefaultCloseNoteText} = '-';
> 2) Is there a way to setup the maximum number of locked tickets that
> an agent/user can have open at one time? We have 1-2 agents who like
> to open up as many tickets as they can, leaving nothing for the other
> members.
This would require coding a new module, checking a the count of locked
tickets when trying to lock another one. It's possible. Willing, anyone?
> Thanks in advanced for any help with these questions - thanks also to
> the many members of the mailing list who are extremely helpful. More
> thanks to the OTRS dev. Team for such a great product. If it wasn't
> for OTRS, I would not be learning about MySQL and queries!
While you're at it, throw an eye on gorgeous PostGreSQL, too:
http://www.postgresql.org/
> As for the gift to the group. Here are 4 mysql queries that we've
> created in house - If we had this type of stuff built into the
> system's stat area, it would be a better system. I plan on looking
> at the code to see how I would implement that, but this might be
> beneficial to the rest of the group who might need this. We have
> this built into a text file now that a cron job picks up on a daily
> basis and emails it out to the recipients that I specify in the cron
> job. If any one is interested in getting the cron job, please let me
> know.
Just for the archives...
> Count of open tickets:
> select count(*) "# of tickets in backlog" from ticket
This were the number of all tickets, not just the open ones.
> Count of tickets closed successfully yesterday:
> select count(*) "# of tickets closed yesterday"
> from ticket where ticket_state_id = 2
> and change_time > date_add(now(),INTERVAL -1 DAY)
This is the number of the closed tickets that were changed yesterday, a
slight difference. Imagine a GA job not changing the (already closed)
state, but simply adding a note. This GA job runs every saturday. Each
sunday the number of tickets closed last night will arize, I suppose.
Same goes for the succeeding query of the above.
Thank you for your additions, although some lack precision, they are
likely to work in most installations.
Regards,
Robert Kehl
--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
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