Hi Rick,
My question is - where does this data come from If you mean the database it comes from the ticket table.
Is it all coming from a single table and can I just add the name of the field in? Well sort of, all the information is referenced from the ticket table but the actual labels may come from other tables. The field you want is "change_time"
Well this is my understanding of it and this is how I calculate resolution times. Firstly I pull information directly from the database using sql because that's what I'm comfortable with but the method below probably works just as well. I pull the following fields 'create_time' 'change_time' and ' ticket_state_id' where it equals 2 (closed successful) or 3 (Closed unsuccessful) (I think). Remember there is no real close time as the ticket is never really closed its state is merely changed to 2 or 3 and if a ticket has a state of 2 or 3 logically the last change date must be the "closed date". Sounds a bit convoluted but I hope it makes sense Well that how I calculate my response times and hope its right otherwise I have a lot reports that need to be redone :-) Mark "Imagination is more important than knowledge, the important thing is to not stop questioning." -- Albert Einstein
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Cogley, Rick Sent: 21 June 2005 19:59 To: OTRS User List (otrs@otrs.org) Subject: [otrs] CSV Export
Hi Everyone -
In Config.pm, you can add this data to control what CSV data will be exported from the search function in OTRS.
# Ticket::Frontend::SearchCSVData # (used csv data) $Self->{'Ticket::Frontend::SearchCSVData'} = 'TicketNumber','Age','Created','State','Priority','Queue','Lock','Owner',' Us erFirstname','UserLastname','CustomerID','CustomerName','From','Subject',' Ac countedTime','TicketFreeKey1','TicketFreeText1','TicketFreeKey2','TicketFr ee Text2','TicketFreeKey3','TicketFreeText3','TicketFreeKey4','TicketFreeText 4' ,'TicketFreeKey5','TicketFreeText5','TicketFreeKey6','TicketFreeText6','Ti ck etFreeKey7','TicketFreeText7','TicketFreeKey8','TicketFreeText8','ArticleT re e',''];
My question is - where does this data come from and can I get the ticket's close date as well, so I can calculate the time to close - or resolution time? Is it all coming from a single table and can I just add the name of the field in?
Please advise, and thanks for your help.
Kind Regards, Rick Cogley Tokyo
<<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley@esolia.co.jp)
Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside Japan, remove leading zero-+81-3-5940-6880) English: www.esolia.com http://www.esolia.com/ | Japanese: www.esolia.co.jp http://www.esolia.co.jp/
Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-
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