Re: [otrs] Counting responses used

12 Nov 2007


      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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