Actually by default unlock time is set to 1 min, so no agent can lock
the ticket. And anyone is free to respond.
Darshak Modi | Elitecore Technologies
Telecom Practices- India
Office: 079-26405600 | +91-9909008245
Skype: darshakamodi
On 18-04-2013 PM 03:08, Cyrille Bollu wrote:
Why don't you use unlock timeout?
*Simply* set an unlock timeout of 2 days and then search for all open
tickets that are unlocked.
Cyr
Le 18/04/2013 11:09, Darshak Modi a écrit :
As per my understanding,In report creation/generation there is no
selection of Article update before/after like criteria, which is
available in search.
On 18-04-2013 PM 02:36, Bogdan Iosif wrote:
You seem to have understood Steven's "search" suggestion as a
suggestion for something else than a report. I think what he meant
by "search" is the filtering condition for a report. And you seem to
already know that reports can be executed from the command line.
On Thu, Apr 18, 2013 at 11:55 AM, Darshak Modi
<darshak.m...@elitecore.com <mailto:darshak.m...@elitecore.com>> wrote:
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
<darshak.m...@elitecore.com
<mailto:darshak.m...@elitecore.com>> 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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