January 2006 - otrs - OTRS mailing lists

RE: [otrs] OTRS statistics
by Danie Theron 27 Jan '06

27 Jan '06

So I am to assume it's the standard Stats output that appears on the 'Stats' link? OK , to my next question , Is it possible to integrate the Stats page into the Agent Frontend (like total tickets open , by agent etc)? I'm not much of a coder/scripter so not really sure where to start looking (but eager to learn :). Our other helpdesk is running request tracker 3.4.5 , and I would really like to convince the powers that be that OTRS is the better option , hence the Stats questions (and I'm sure many more to come :P ) Many thanks in advance! Hopefully with your help I can get OTRS to replace RT :P > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > David Hathiramani > Sent: 27 January 2006 03:33 PM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] OTRS statistics > > As far as I am aware, the module that you are looking for a zip file for > has been integrated into the latest releases. > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > BALAN, Daniel > Sent: 27 January 2006 13:11 > To: 'User questions and discussions about OTRS.org' > Subject: RE: [otrs] OTRS statistics > > I am interested in this too. > > Daniel > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > > Of > Danie > > Theron > > Sent: Friday, January 27, 2006 10:09 AM > > To: User questions and discussions about OTRS.org > > Subject: RE: [otrs] OTRS statistics > > > > Hi Edgar , > > > > I was searching for statistic related questions on the mailing list > > and > came across > > your contribution , unfortunately the zip file was not present. > > > > Could you possibly send me the zip file , I would really like to have > > a > look at it. > > > > >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 : E-mail Protected > > tel : 020 // 7500 811 > > fax : 020 // 7500 825 > > sales : E-mail Protected > > administratie : E-mail Protected > > > > > -----Original Message----- > > > From: Edgar Meij [mailto:edgar.meij@gmail.com] > > > Sent: 09 August 2005 04:49 PM > > > To: User questions and discussions about OTRS.org > > > Subject: Re: [otrs] OTRS statistics > > > > > > Hi Ravi, > > > > > > 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 '2004-07-01' AND > > > '2004-07-31' + INTERVAL 1 DAY; > > > > > > Which version of OTRS are you using btw? You can also try and select > > > no queues. The script will then simply use all tickets. > > > > > > regards, > > > > > > Edgar Meij > > > > > > -- > > > '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/ > > > > > > -- > > This message was scanned for spam and viruses by BitDefender. > > For more information please visit http://www.bitdefender.com/ > > > > -- > This message was scanned for spam and viruses by BitDefender. > For more information please visit http://www.bitdefender.com/ > > _______________________________________________ > 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/ > Finalist - Recruiter Awards for Excellence 2006 > > Best Online Service > > Best Public Sector Recruitment Agency > > Finalist - Best National Recruitment Agency Website Award - National > Online Recruitment Awards 2006 > > Voted as one of The Sunday Times Best Small Companies to Work For 2005 > > Winner - The Best Innovator Award - Britain's most innovative small to > medium business - ATKearney and The Business 2004 > > www.edenbrown.com/awardwinning for more information on our award winning > success > > ****************************************************************** > Any opinions expressed in this email are those of the individual and not > necessarily the Company. This email and any files transmitted > with it are confidential and intended solely for the use of the individual > or entity to whom they are addressed. If you are not the intended > recipient, > be advised that you have received this email in error and that any use is > strictly prohibited. Please address any enquiries regarding this notice > to:- > helpdesk(a)edenbrown.com > > This footnote also confirms that this email message has been swept > by MailMarshal for the presence of computer viruses. > ****************************************************************** > Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD > Tel: +44 (0)20 7 422 7300 > http://www.edenbrown.com > This email was scanned by Postini, the leading provider in Managed Email > Security. If you have received this email and/or have any questions you > can contact the Grove Group on +44 (0) 870 224 0432 or visit our website > www.groveis.com > > > _______________________________________________ > 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/

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RE: [otrs] OTRS statistics
by David Hathiramani 27 Jan '06

27 Jan '06

As far as I am aware, the module that you are looking for a zip file for has been integrated into the latest releases. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of BALAN, Daniel Sent: 27 January 2006 13:11 To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] OTRS statistics I am interested in this too. Daniel > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Danie > Theron > Sent: Friday, January 27, 2006 10:09 AM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] OTRS statistics > > Hi Edgar , > > I was searching for statistic related questions on the mailing list > and came across > your contribution , unfortunately the zip file was not present. > > Could you possibly send me the zip file , I would really like to have > a look at it. > > >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 : E-mail Protected > tel : 020 // 7500 811 > fax : 020 // 7500 825 > sales : E-mail Protected > administratie : E-mail Protected > > > -----Original Message----- > > From: Edgar Meij [mailto:edgar.meij@gmail.com] > > Sent: 09 August 2005 04:49 PM > > To: User questions and discussions about OTRS.org > > Subject: Re: [otrs] OTRS statistics > > > > Hi Ravi, > > > > 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 '2004-07-01' AND > > '2004-07-31' + INTERVAL 1 DAY; > > > > Which version of OTRS are you using btw? You can also try and select > > no queues. The script will then simply use all tickets. > > > > regards, > > > > Edgar Meij > > > > -- > > '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/ > > > -- > This message was scanned for spam and viruses by BitDefender. > For more information please visit http://www.bitdefender.com/ -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/ _______________________________________________ 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/ Finalist - Recruiter Awards for Excellence 2006 Best Online Service Best Public Sector Recruitment Agency Finalist - Best National Recruitment Agency Website Award - National Online Recruitment Awards 2006 Voted as one of The Sunday Times Best Small Companies to Work For 2005 Winner - The Best Innovator Award - Britain's most innovative small to medium business - ATKearney and The Business 2004 www.edenbrown.com/awardwinning for more information on our award winning success ****************************************************************** Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

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RE: [otrs] OTRS statistics
by Danie Theron 27 Jan '06

27 Jan '06

Hi Edgar , I was searching for statistic related questions on the mailing list and came across your contribution , unfortunately the zip file was not present. Could you possibly send me the zip file , I would really like to have a look at it. >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 : E-mail Protected tel : 020 // 7500 811 fax : 020 // 7500 825 sales : E-mail Protected administratie : E-mail Protected > -----Original Message----- > From: Edgar Meij [mailto:edgar.meij@gmail.com] > Sent: 09 August 2005 04:49 PM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] OTRS statistics > > Hi Ravi, > > 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 '2004-07-01' AND > '2004-07-31' + INTERVAL 1 DAY; > > Which version of OTRS are you using btw? You can also try and select > no queues. The script will then simply use all tickets. > > regards, > > Edgar Meij > > -- > '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/

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CustomerID field as drop-down?
by Oliver Buckie 27 Jan '06

27 Jan '06

Is it possible to turn the CustomerID field (in all instances) from a free-text field to a dropdown with pre-defined values (customer1, customer2, customer3 etc.)? If possible, would also be great if an agent could also add-to this field to populate the values. Thanks for your comments.

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Default 'All Tickets' in Tickets Shown
by Danie Theron 27 Jan '06

27 Jan '06

Hi , Is it possible to set the Ticket View for certain groups to All Tickets for certain Queues? Basically I want senior agents to be able to view all tickets by default when they click on a Queue. Searched the SysConfig and the mailing list , but no answer TIA Regards , Danie Theron It is common knowledge that there are three sides to the force: the light side, the dark side, and Chuck Norris. ------------------------------------------------------------------------ ---- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------ ---

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Error message when trying to use Package Manager
by Steve Hill 27 Jan '06

27 Jan '06

I am running debian 2.6.11-x1, Apache/1.3.33, mysql Ver 8.40 Distrib 4.0.24 and OTRS v2.0.3. I am a member of the admin group. When I click on the Package Manager link, I receive the following error message: Error: ??? Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time: Tue Jan 24 16:32:54 2006 Message: ??? Traceback (6443): Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 204 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.80) Line: 47 I've looked at InterfaceAgent.pl and line 204, but nothing looks familiar, as a cause of problems. Can anyone suggest additional troubleshooting steps? Thanks, Steve

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Ammended - Search Options...?
by Davis, Gary H 26 Jan '06

26 Jan '06

Forgot to mention that the free fields show up on the utility screen as a pull down - but I am looking for a report with all of them (say for the month). Thanks Gary Davis > ______________________________________________ > From: Davis, Gary H > Sent: Thursday, January 26, 2006 11:38 AM > To: otrs(a)otrs.org > Subject: Search Options...? > > Group, is there an easy way have the free field text show up when you > use the search features from the utility screen? I have set up > different "queues" using the free field text fields and would like to > be able to report on them... but when I do a search from the utilities > screen - they don't show up. I get ticket number, date, time, > comments, agent, ...... customer email, that kind of info - but not > the free field text fields. > > Thanks > Gary Davis > PSIC Lab Manager >

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GenericAgent/GenericCustomer ?
by Sébastien Prud'homme 26 Jan '06

26 Jan '06

Hi, I know that we can use GenericAgent to execute tasks automaticly on tickets that are opened. What i want now is automaticly create some new tickets in OTRS (every day for instance) Is this possible to do this with GenericAgent or do i need to add a "GenericCustomer" feature in OTRS ? Regards Sébastien Prud'homme

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Search Options...?
by Davis, Gary H 26 Jan '06

26 Jan '06

Group, is there an easy way have the free field text show up when you use the search features from the utility screen? I have set up different "queues" using the free field text fields and would like to be able to report on them... but when I do a search from the utilities screen - they don't show up. I get ticket number, date, time, comments, agent, ...... customer email, that kind of info - but not the free field text fields. Thanks Gary Davis PSIC Lab Manager

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AW: AW: AW: [otrs] Follow-ups
by shawn.beasley＠dlh.de 26 Jan '06

26 Jan '06

Florian, we are also a small team of six IT's. We use individual queues and individual ownership of tickets. Try this setting Config Options: Ticket -> Frontend::Agent::Ticket::ViewNote Ticket::Frontend::NoteInformAgent: set to yes Let me know if this helps Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Florian Gesendet: Donnerstag, 26. Januar 2006 15:31 An: User questions and discussions about OTRS.org Betreff: Re: AW: AW: [otrs] Follow-ups I didn't find this config option :( I think our use of OTRS is a bit different : we are a small team of agents and we use the system to manage our communications with customers -> when an agent opens a ticket all the agents should be able to work on it (I tried to remove the locking functionnality but didn't manage) and receive e-mails notifications for all the agents are doing (it will be perfect if I can disable the owning functionnality !) Thanks for your help !! I managed to change a few things in the code but it's hard to understand the whole structure without good programming knowledges Florian Le jeudi 26 janvier 2006 à 13:33 +0100, shawn.beasley(a)dlh.de a écrit : > Florian, > > without having a lot of experience with OTRS. I must say then you can set the config option that allows the owner to be everyone. This would then generate a mass mailing because of the owner status. It is worth a try. > > Tell me if you cannot find the settings for allowing owner as everyone. > > Vielen Dank, > > Shawn Beasley > Support - IT > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Florian > Gesendet: Donnerstag, 26. Januar 2006 13:14 > An: User questions and discussions about OTRS.org > Betreff: Re: AW: [otrs] Follow-ups > > Ok thanks for your explanation. > > But I would like to have the same behaviour as with notes : when an > agent (owner or not) uses the "phone call" option and adds a follow-up > to a ticket, all the agents receive a notification... > > Is it possible to do this ? I tried to change some little things in the > code but didn't manage to do this :( > > Thanks ! > > Florian > > Le jeudi 26 janvier 2006 à 11:58 +0100, shawn.beasley(a)dlh.de a écrit : > > Hello Florian, > > > > I use this method as well, and I think that I understand what you are looking for. I have noticed that the "follow up" messages are related to the owner. If agent A owns the ticket and agent B takes action on the ticket, then the owner will receive an email follow up. If agent a changes something, then as this agent owns the ticket, no message will follow. Does this help? > > > > Thank you, > > > > Shawn Beasley > > Support - IT > > > > Cargo Future Communications GmbH > > Building 1335 > > 55483 Airport Hahn > > > > Tel. +49 6543 983 113 > > Fax +49 6543 983 119 > > Mobil: +49 151 12 12 8934 > > Email: shawn.beasley(a)dlh.de > > Web: http://www.cfc-callcenter.com > > > > > > > > -----Ursprüngliche Nachricht----- > > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Florian > > Gesendet: Mittwoch, 25. Januar 2006 22:27 > > An: otrs(a)otrs.org > > Betreff: [otrs] Follow-ups > > > > Hello everyone, > > > > I already asked questions about follow-ups but I think I just understand > > where my problem is. > > I want to get notifications about follow-ups when an agent adds a > > follow-up (phone call for example) not only when a customer adds one. > > > > Is it possible or is the follow-ups' notifications limited to > > customers ? > > > > Thanks !! > > _______________________________________________ > 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 fr 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 fr Ihr OTRS System? => http://www.otrs.de/

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