When I close a ticket, should otrs send the statements entered into the "closed" ticket window in email to the ticket open/requester? They receive the ticket closed email, but not the statements entered?
Any ideas? Thanks Dan Metcalf Wireless Broadband Systems www.wbisp.com 781-577-2780 ext 6021 [EMAIL PROTECTED] > -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Edgar > Meij > Sent: Thursday, February 16, 2006 3:10 PM > To: 'User questions and discussions about OTRS.org' > Subject: RE: R: [otrs] OTRS statistics > > Hi Simone, > > Sorry for the late response, I've been busy... You can safely delete (or > comment out) these lines > > #Find all ticket links for First Time Fixes > $sql = qq~ > SELECT DISTINCT(ticket_id_master) > FROM ticket_link > ~; > $statement = $db_handle->prepare($sql); > $statement->execute(); > > while (@data = $statement->fetchrow_array()) { > push (@ticket_link, $data[0]); > } > $statement->finish; > > > The only thing is your ticket links won't be taken into account this way. > > -- Edgar > > > -----Oorspronkelijk bericht----- > > Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Simone > > Girlanda > > Verzonden: donderdag 9 februari 2006 9:06 > > Aan: User questions and discussions about OTRS.org > > Onderwerp: R: R: [otrs] OTRS statistics > > > > Thank you Edgar, > > > > SELECT COUNT(DISTINCT(ticket_id))... result is 31 > > > > please consider that I can also debug your script using Komodo. > > > > I run it with also by command line with options: > > > > StartDay=1 StartMonth=1 StartYear=2006 EndDay=1 EndMonth=2 EndYear=2006 > > Action=Workload Unit=week Output=Graph QueueID=2 width=640 height=480 > > > test.png > > > > The result is the same of running it from browser: > > > > Content-Type: image/png > > > > ?PNG > > > > Content-Type: text/html; charset=ISO-8859-1 > > > > Error, No tickets created in Queues: Supporto, between 1-1-2006 and 1-2- > > 2006 > > > > > > > > if I don't specify the "QueueID=2" parameters I got another error because > > the script look for a table that do not exist in my database: > > > > #Find all ticket links for First Time Fixes > > $sql = qq~ > > SELECT DISTINCT(ticket_id_master) > > FROM ticket_link > > ~; > > $statement = $db_handle->prepare($sql); > > $statement->execute(); > > > > > > > > -----Messaggio originale----- > > Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] conto di > > Edgar Meij > > Inviato: mercoledì 8 febbraio 2006 22.00 > > A: 'User questions and discussions about OTRS.org' > > Oggetto: RE: R: [otrs] OTRS statistics > > > > > > Hi Simone, > > > > See attached image. > > > > > fonts are not present in my system, where may I get them ? or may I use > > > other ? > > > > > > my $GraphFont = '/usr/share/fonts/truetype/DINLt____.ttf'; > > > my $BoldFont = '/usr/share/fonts/truetype/DINBd.ttf'; > > > > Yes, you can use any font you like. > > > > > I tried to use OTRS_stats.pl but I always have this error: > > > > > > "No tickets created in Queues: Supporto, between 1-1-2006 and 1-2-2006" > > > > > > but there are 31. > > > > Can you try running a MySQL query and post the results: > > > > <connect to mysql, e.g. 'mysql -u [user] -h [host] -p'> > > > > USE otrs > > > > SELECT COUNT(DISTINCT(ticket_id)) FROM ticket_history WHERE > > history_type_id=1 AND create_time BETWEEN '2006-01-01' AND > > '2006-02-01' + INTERVAL 1 DAY; > > > > You can also try and select no queues. The script will then simply use all > > tickets. > > > > Regards, > > > > Edgar > > > > > > > > > -----Oorspronkelijk bericht----- > > > Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Simone > > > Girlanda > > > Verzonden: woensdag 8 februari 2006 15:45 > > > Aan: User questions and discussions about OTRS.org > > > Onderwerp: R: R: [otrs] OTRS statistics > > > > > > icon file: > > > > > > icon_vraagtaken.gif > > > > > > is missed > > > > > > It's possible to have a copy of it, or what do you intend to show there > > ? > > > > > > thank you again > > > > > > Simone > > > > > > -----Messaggio originale----- > > > Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] conto di > > > Simone Girlanda > > > Inviato: mercoledì 8 febbraio 2006 15.34 > > > A: User questions and discussions about OTRS.org > > > Oggetto: R: R: [otrs] OTRS statistics > > > > > > > > > I have some problems using it: > > > > > > fonts are not present in my system, where may I get them ? or may I use > > > other ? > > > > > > my $GraphFont = '/usr/share/fonts/truetype/DINLt____.ttf'; > > > my $BoldFont = '/usr/share/fonts/truetype/DINBd.ttf'; > > > > > > > > > > > > > > > I tried to use OTRS_stats.pl but I always have this error: > > > > > > "No tickets created in Queues: Supporto, between 1-1-2006 and 1-2-2006" > > > > > > but there are 31. > > > > > > I think that the problem (if a problem exist) is in this part of the > > > software, but I'm not able to understant / change it: > > > > > > # Put wanted tickets in array (right qID's) > > > if (scalar (@{$Param{QueueID}}) == 0) { # No queues selected, thus > > > select > > > all > > > %NewTickets = %ticket; > > > @{$Param{QueueID}} = keys %queue_ids; > > > } else { > > > foreach my $Key (keys %ticket) { > > > $NewTickets{$Key}++ > > > if (grep {$ticket{$Key}{q_id} == $_} > > > @{$Param{QueueID}}); > > > } > > > } > > > > > > # Print error if there are no tickets within the selcted time > > > interval > > > my $Error = "No tickets created in Queues: "; > > > foreach my $ID (@{$Param{QueueID}}) {$Error .= "$queue_ids{$ID}, ";} > > > $Error .= "between $Param{StartDay}-$Param{StartMonth}- > > > $Param{StartYear} > > > and $Param{EndDay}-$Param{EndMonth}-$Param{EndYear}"; > > > error("$Error") > > > if scalar keys %NewTickets == 0; > > > > > > # Find those tickets which were initially calls > > > (type_id(PhoneCallCustomer)= 12) > > > # Could have done this with a nested SELECT, but this is way faster > > > $sql = qq~ > > > SELECT DISTINCT(t.id) > > > FROM ticket t, > > > > > > -----Messaggio originale----- > > > Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] conto di > > > Edgar Meij > > > Inviato: martedì 7 febbraio 2006 18.28 > > > A: User questions and discussions about OTRS.org > > > Oggetto: Re: R: [otrs] OTRS statistics > > > > > > > > > There is an earlier post from me, I've included it below. And there is > > > a readme file within the archive, have you tried those? > > > > > > Regards, > > > > > > Edgar > > > > > > --- > > > Dear all, > > > > > > During the greater part of this year I've been developing a statistics > > > module for OTRS (and Hostnet). Attached you'll find a zip file with the > > > final result. See the README file within for further installation > > > details, requirements, etc. etc. > > > > > > The script is able to produce the following ticket statistics, > > > aggregated on a per-day or per-week basis, between specified dates and > > > in specified queues. The output can be selected as well; graphs, CSV and > > > HTML (tables) are supported. > > > > > > - Number of new tickets (total/calls/e-mails) > > > - Workload (number of calls, in- and outgoing e-mails) > > > > > > efficiency: > > > - E-mail time calculations: > > > Open time > > > Reply time > > > Resolution time > > > > > > efficacy: > > > - Average number of follow-ups/replies per ticket > > > - Number of first time fixes > > > > > > > > > An example graph is attached as workload.gif. > > > > > > > > > > > > On 2/7/06, Simone Girlanda <[EMAIL PROTECTED]> wrote: > > > > may you give us more detailed installation instruction ? > > > > > > > > thank you > > > > > > > > -----Messaggio originale----- > > > > Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] conto di > > > > Edgar Meij > > > > Inviato: martedì 7 febbraio 2006 18.16 > > > > A: [EMAIL PROTECTED] > > > > Cc: 'User questions and discussions about OTRS.' > > > > Oggetto: [otrs] OTRS statistics > > > > > > > > > > > > Hi Rémi, > > > > > > > > Sure, see the attached file. If you have any questions, drop me an e- > > > mail. > > > > > > > > Regards, > > > > > > > > Edgar > > > > > > > > > -----Oorspronkelijk bericht----- > > > > > Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] > > > > > Verzonden: dinsdag 7 februari 2006 10:21 > > > > > Aan: [EMAIL PROTECTED]; [EMAIL PROTECTED] > > > > > Onderwerp: OTRS statistics > > > > > > > > > > Hi Edgar, Hi Danie > > > > > > > > > > I use otrs too since june 2003 (1.3.2 at this time but I'm going to > > > update > > > > > to 2.0.4 soon) and I'm interested in statitics over OTRS database > > but > > > I'm > > > > > not an expert in SQL so, as Danie asked, could you possibly send me > > > the > > > > > zip file , I would really like to have a look at it (the ouputs that > > > you > > > > > have made meet my goals) > > > > > > > > > > Thanks a lot > > > > > > > > > > Rémi > > > > > > > > _______________________________________________ > > > > 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/ > > > > > > > > > > > > > -- > > > 'An approximate answer to the right question is worth a great deal > > > more than a precise answer to the wrong question' > > > > > > _______________________________________________ > > > 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 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/ > > > -- > No virus found in this incoming message. > Checked by AVG Free Edition. > Version: 7.1.375 / Virus Database: 267.15.10/262 - Release Date: 02/16/2006 > -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.10/262 - Release Date: 02/16/2006 _______________________________________________ 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/
