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. Maybe it'll be of use to some of you ;-) .
- 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
Best regards (and happy holidays),
Edgar Meij
Hostnet BV
Singel 106
1015 AD Amsterdam
The Netherlands
helpdesk website: http://www.hostnet.nl/helpdesk
helpdesk : helpdesk(a)hostnet.nl
tel : 020 // 7500 811
fax : 020 // 7500 825
sales : sales(a)hostnet.nl
administratie : admin(a)hostnet.nl
Hello,
in Ticket.pm I found:
Ticket::Frontend::PhoneNewSubject and Ticket::Frontend::PhoneSubject as
default and as suggestion the value is '$Text{"Phone call at %s",
"Time(DateFormatLong)"}'.
If I understand the translation mechanism ther should be the German
translation in the file Language/de.pm. But the text is dynamic. Should
it not be better with something like:
$Self->{'Ticket::Frontend::PhoneSubject'} = '$Text{"Phone call at"}' .
$Text{"%s", "Time(DateFormatLong)"}.
Alex
--
Alexander Koch, mailto: ak(a)ilk.net
ILK Internet GmbH, Akademiestrasse 25 - 27, D-76133 Karlsruhe
Tel: +49 (0) 721 9100 0, Fax: +49 (0) 721 9100 191
http://www.ilk.net
