As suggested by Steven , if searching article update solves, i tested, can we
run the search using command line?
Since you're writing the code, make it work the way YOU want it to work.
Just like reports , can the searches be run using some pl file?
He's suggesting you do direct SQL queries ag
The last paragraph about timing is wrong. I meant "No-setter" instead of
"Yes-setter" and "tickets that just got older than 2 days" instead of "new
tickets"
On Thu, Apr 18, 2013 at 12:42 PM, Bogdan Iosif wrote:
> Ugh... you're right. I don't know of any quick solution out of this
> situation. Yo
Ugh... you're right. I don't know of any quick solution out of this
situation. You could do something convoluted, like this:
- Add a ticket dynamic field named "Changed in the last 2 days" of type
multiple select with two values: "Yes" and "No"
- Add a generic agent job "No-setter of Changed in the
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
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 c
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 th
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,
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
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 b
I guess it's what ticket unlock timeout is for.
BR,
Cyrille
Le 18/04/2013 09:15, Darshak Modi a écrit :
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,
--
-
OTRS search doesn't distinguish between followup and an agent updating a
case, so the following search will bring back open tickets not touched for
2 days.
Search:
Article Create Time (before/after): before 2 days
State: open
But I'm assuming you already tried that before posting to the list?
O
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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