Re: [otrs] 3 questions about: stats per user, per agent and about email notification

Hi Akis, Akis schrieb:

About reporting... I had a lot of problems with the stats provided by OTRS. I used a reporting tool (infomaker) which solved all my problems even in very comlicated queries. I suggest you do the same

------------------------------------------------------------------------ *Από:* otrs-bounces@otrs.org εκ μέρους Cyber-Ultra SG *Αποστολή:* Δευ 19/3/2007 9:17 πμ *Προς:* otrs@otrs.org *Θέμα:* RE: [otrs] 3 questions about: stats per user,per agent and about email notification

Hello,

Nobody can help about the questions below ?

thx

------------------------------------------------------------------------ From: /Chris / Reply-To: /"User questions and discussions about OTRS.org" / To: /otrs@otrs.org/ Subject: /[otrs] 3 questions about: stats per user,per agent and about email notification/ Date: /Wed, 7 Mar 2007 12:43:16 +0000 (UTC)/ >Hello, > >I have 3 questions: > >How to have stats with number of tickets (closed or still open) and time >accounting per customer (all tickets are open via Phone Ticket) ? > >Same question about agent ?

You can make a native sql-query (e.g. in Access with ODBC-connection to OTRS-DB). Have a extensive look to the DB-schema http://ftp.otrs.org/pub/otrs/misc/otrs-2.1-database.png and to past postings on the mailing-list.

> >About notification: when I open a phone ticket with "pending reminder", I get >an email after the pending time: works fine except that the message comes with >few minutes of delay.

The pending-overtime-mails are send through the script bin/PendindJobs.pl. This script is called through your cron-daemon. Therefore you get the delay.

> >When I want to set an open ticket to pending state, I do not receive the >notification after the pending date. Did I miss something in the config ?

I can't believe that?

> >Thank you for your answerS :-)

Bye, Alex