June 2007 - otrs - OTRS mailing lists

Fw: [otrs] Trying to find out the time taken to close a ticket
by Gabriele D'Andrea 16 Jun '07

16 Jun '07

Well, I realised that my writing was incomprehensible...so I'm looking for the real time from the opening of a ticket and its closure ----- Original Message ----- From: Gabriele D'Andrea To: User questions and discussions about OTRS.org Sent: Saturday, June 16, 2007 2:44 PM Subject: Re: [otrs] Trying to find out the time taken to close a ticket No, I'm not looking for accounted time, I'm looking for the real freom the opening of a ticket and its closure. ----- Original Message ----- From: LQ Marshall To: 'User questions and discussions about OTRS.org' Sent: Wednesday, June 13, 2007 11:13 PM Subject: RE: [otrs] Trying to find out the time taken to close a ticket May not understand the question... but are you refering to "accounted time"? Seems that what you're looking for is already there? Q ---------------------------------------------------------------------------- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gabriele D'Andrea Sent: Wednesday, June 13, 2007 4:06 PM To: User questions and discussions about OTRS.org Subject: [otrs] Trying to find out the time taken to close a ticket I'm trying to make a custom report that can tell me, for every ticket, the amount of time taken to close the ticket. Since I can't find a module to do that, i'm trying to query mysql to extract data I need. But I'm not sure it's possible to retrieve the exact date when a ticket was closed using only mysql. Tickets are stored in the TICKET table, linked to the TICKET_HISTORY table, that stores all the events regarding the tickets (e.g. ticket close, follow-up, note etc.) Then the TICKET_HISTORY table is linked to the TICKET_HISTORY_TYPE table, that stores all the possible events. Since it's possible to edit the ticket after it's been closed, there are many occurences of CLOSED states in the ticket_history for the same ticket. I should check for the action that made the ticket close, but it's not possible to determine which of the many ticket_history_type determined the closing. I could select the first occurrence of CLOSED in TICKET_HISTORY, but what if the ticket was closed, then reopend, then closed again? I my reasoning right or am I missing something? -- Gabriele D'Andrea ------------------------------------------------------------------------------ _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.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 or consulting for your OTRS system? => http://www.otrs.com/

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Problem with italian version
by Postmaster ＠ I Viaggi dell'Airone 15 Jun '07

15 Jun '07

Hi, I have this problem When i Try to change label of state tickets i.e. new -> Nuovo the Pop3Email retrive message not function because delete message in mailbox and not send to queue raw. Thank's Goffredo Morvillo

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New Ticket Notification
by Emily Flynn 15 Jun '07

15 Jun '07

Hi All, I wonder would you mind having a look at the attached text. There's errors coming up in the log and I don't know why. Also, one of the notices in the text refers to [Notice][Kernel::System::Notification::NotificationGet], I'm not receiving any notification emails when a new ticket gets issued, would this have anything to do with it? Any input much appreciated thanks. Kind Regards, Emily Flynn

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Frederic Fraudeau/FR/Schneider est absent(e).
by frederic.fraudeau＠fr.schneider-electric.com 15 Jun '07

15 Jun '07

Je serai absent(e) à partir du 15/06/2007 de retour le 18/06/2007. Bonjour, Je suis actuellement absent et serai de retour le 18/06/07 à mon bureau. Pour toute question technique, merci d'ouvrir un ticket OTRS à l'adresse "http://support.ilevo.com/customer" ou de de contacter le Support Technique Ilevo : +33 4 76 60 50 00 Pour toutes autres questions, merci de contacter Alice Avila au : +33 4 76 60 54 05 Hello I'm currently out of office and I will be back on 18/06/07. For all technical question, please open an OTRS ticket using the following address "http://support.ilevo.com/customer" or contact the Ilevo Technical Support : +33 4 76 60 50 00 For all other questions, please contact Alice Avila: +33 4 76 60 54 05

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Unlock time out?
by Shawn Beasley 15 Jun '07

15 Jun '07

I seem to be missing something here. I have set the unlock timeout on my queue / sub queues, but nothing I seem to do makes the ticket unlock. Escalation is working perfectly. Is there some point that I am missing. OTRS Version 2.1.5 SuSE 10.1 Ticket status any Many thanks for your help. --Shawn

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Re: [otrs] search in mysql
by Gustavo Azambuja 15 Jun '07

15 Jun '07

I want to know how many tickets each technician replies at every day, regardless if the tickets were created today or if they're created yesterday in the mail inbox of OTRS. ------------------- Quiero es saber cuantos tickets contesta cada técnico por día, no importando si los tickets fueron creados hoy o si hace 2 semanas que esta en la Inbox del OTRS sin contestar. Básicamente me interesa saber la productividad de mis técnicos. On 6/13/07, Gustavo Azambuja <gazambuja(a)gmail.com> wrote: > > mmmm, haber, lo que quiero es saber cuantos tickets contesta cada técnico > por día, no importando si los tickets fueron creados hoy o hace 2 semanas > que esta en la Inbox del OTRS sin contestar. > Básicamente me interesa saber la productividad de mis técnicos. > > Hasta donde entiendo tengo que sacar datos de varias tablas, pero no tengo > mucha idea de como, especialmente por que recién ahora MySQL tiene selects > anidados y esas cosas que me parece que son necesarias... > > > Saludos y Gracias > > On 6/13/07, tarallo(a)ort.edu.uy <tarallo(a)ort.edu.uy > wrote: > > > > Gustavo: > > > > Te contesto medio a las apuradas. Lo que tenes que hacer es utilizar > > group > > by. > > > > Si me decis cual es la tabla capaz te armo el query SQL. > > > > Saludos > > > > Andres > > > > > > > I am not very good with MySQL, can help me with a search/stats: > > > I want to have the amount of tickets _answered_ per day/technician; > > not > > > only new tickets in last day, if I recived the mail 3 days ago, and > > > answered > > > today, i want this number. > > > > > > Thanks > > > > > > -- > > > Saludos, > > > Gustavo Azambuja > > > Linux User: 275813 > > > > > > -- > > A/P Andrés Tarallo > > > > > > > -- > Saludos, > Gustavo Azambuja > Linux User: 275813 > > ----------------------------- > Este mensaje no contiene virus, porque ha sido creado con Linux, > utilizando Software Libre y auditable. > This message doesn't contain viruses, because it has been created with > Linux, using auditable Free Software. > http://es.wikipedia.org/wiki/Linux_No_Virus_Mail > ----------------------------- > -- Saludos, Gustavo Azambuja Linux User: 275813 ----------------------------- Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando Software Libre y auditable. This message doesn't contain viruses, because it has been created with Linux, using auditable Free Software. http://es.wikipedia.org/wiki/Linux_No_Virus_Mail -----------------------------

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Installation/Configuration
by Allen Laymon 14 Jun '07

14 Jun '07

I have successfully installed and setup OTRS and can log in and everything looks perfect. I have one small problem in that I cannot get OTRS to send email when a new ticket is created or change of ownership. I have tried both SMTP and sendmail configurations. Can someone guide me in the direction to get this resolved? This is some of my specs: Novell Open Enterprise Server with GroupWise OTRS v.2.1.7 Any assistance would be greatly appreciated. Allen Laymon Integris Tech 479.927.3303 x.200

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Remove completely a ticket
by kekieres＠arsystel.com 14 Jun '07

14 Jun '07

Hi, I've been playing around with my OTRS system and now I would like to pass to production state and I need to remove completely some dumy tickets. Is it possible? I haven't seen any feature of this kind but may be I'm wrong, I'm thinking about remove them directly from the database. Any help? Thanks, Rafael.

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Message: Need User or UserID!
by Sander van Boxtel 14 Jun '07

14 Jun '07

Hi, Can someone please help me with the following error. Returned by the cronjob (default cronjobs of otrs). How can this be resolved ? OTRS 2.17 / CentOS 4.x ERROR: OTRS-PendingJobs-9 Perl: 5.8.8 OS: linux Time: Thu Jun 14 08:45:03 2007 Message: Need User or UserID! Traceback (24111): Module: Kernel::System::User::GetUserData (v1.55.2.2) Line: 116 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.128.2.4) Line: 1742 Module: /hsphere/local/home/otrs/centis-backup.eu/bin/PendingJobs.pl (v1.26) Line: 178 ERROR: OTRS-PendingJobs-9 Perl: 5.8.8 OS: linux Time: Thu Jun 14 08:45:04 2007 Message: Need User or UserID! Traceback (24111): Module: Kernel::System::User::GetUserData (v1.55.2.2) Line: 116 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.128.2.4) Line: 1742 Module: /hsphere/local/home/otrs/centis-backup.eu/bin/PendingJobs.pl (v1.26) Line: 178 Regards, Sander

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Sort my queues tickets from newest to lastest
by Guillaume Rehm 14 Jun '07

14 Jun '07

Hi list, I want to see newest tickets first. I find how to do it for specific queues, Mailbox but not for My Queues ! Have you any idea how I can do that ? Thanks in advance. -- Guillaume REHM Centre de Ressources Informatiques Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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