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 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 backend for a static
stat report. If you know SQL but not Perl then you can forget about
integrating the report into OTRS and just run a query on the OTRS
database and export its results in Excel.
For the query you need to select from table "ticket" those entries not
having corresponding entries in table "ticket_history" with their
"create_time" column within the last 2 days and their
"history_type_id" column = "2" (2 corresponds to a "FollowUp" history
entry type).
OTRS registers a history entry of type "FollowUp" whenever a customer
posts a reply to a ticket through his web interface or via email. You
need to decide your definition of "follow up" is the same. You will
also need to add to the query references to a lot of simple dictionary
type tables to get actual human readable values for things like
ticket's queue name, service name, owner, etc. This last part can be
covered by just looking at the database tables and making common sense
assumptions.
/bogdan
On Thu, Apr 18, 2013 at 10:15 AM, Darshak Modi
<[email protected] <mailto:[email protected]>> wrote:
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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