RE: [otrs] Counting responses used

14 Nov 2007

      Hi Tabitha,

Unfortunatly this is not possible
I would love this feature too 
There are some pretty good changens made to the FAQ module recently,
which I have not been able to test all the way

But OTRS doesn't "count" the used response so far, but only copies its
content in the email response
It should not be too hard to implement, but it is not there at the
moment

Regards,
Peter
-----Oorspronkelijk bericht-----
Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Tabitha
Stang
Verzonden: woensdag 14 november 2007 15:45
Aan: otrs@otrs.org
Onderwerp: Re: [otrs] Counting responses used

Hi Gabriele,

Thanks so much for your reply!

I actually do mean "response", like in the table standard_response.
Basically I want to count how many times we've used each
standard_response
(by standard response name) in all of the e-mails we've ever sent
externally.

Unfortunately all attempts I've made to link the name of the standard
response to outgoing messages have failed.

If there is any further help you can provide, I would be so very
grateful!

Thanks!
Tabitha

Date: Mon, 12 Nov 2007 19:37:17 +0100
From: "Gabriele D'Andrea" 
Subject: Re: [otrs] Counting responses used
To: "User questions and discussions about OTRS.org" 
Message-ID: <013901c8255b$0dc9a6b0$8e04a8c0@nettezza>
Content-Type: text/plain; format=flowed; charset="iso-8859-1";
	reply-type=original

I think you mean the artcile type:
in table ARTICLE , the filed ARTICLE_TYPE_ID refers to the table 
ARTICLE_TYPE, where are stored the article names (e.g. email-external,
which

is the article type you are looking for, is referred to ID 1)

Always refer to the database structure published in 
ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png

Bye
Gabriele

----- Original Message ----- 
From: "Tabitha Stang" 
To: 
Sent: Thursday, November 08, 2007 11:45 AM
Subject: Re: [otrs] Counting responses used
...
Hi Gabriele,
Thanks so much for this!
Unfortunately it doesn't seem possible to actually find out the name
of 
the
response used for an article sent by an agent, or am I somehow
misunderstanding the tables?
Thanks again!
Tabitha
=============================================
Date: Wed, 7 Nov 2007 14:56:42 +0100
From: "Gabriele D'Andrea" 
Subject: Re: [otrs] Counting responses used
To: "User questions and discussions about OTRS.org" 
You have got to query the database directly to do this.
First you got to understand the database structure
Take a look at
ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png
As a quick suggestion, you could point attention to the article table:
...
here
you find the different notes, replies etc. that compose a ticket, in
the
same table, the a_to filed contains the addressee of your replies.
Hope this helps
Gabriele
 ----- Original Message ----- 
 From: Tabitha Stang
 To: 'User questions and discussions about OTRS.org'
 Sent: Wednesday, November 07, 2007 2:11 PM
 Subject: [otrs] Counting responses used
Hi,
My company would like to see how many incoming contacts we answer
with
each of our responses.
I don't see this possibility under "Stats" or "Search".
Does anyone have a solution or a good workaround for this?
Thanks so much!
Tabitha Stang
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RE: [otrs] Counting responses used

Peter van Beugen