Re: [otrs] How to find tickets that have no followup in 2 days

Ugh... you're right. I don't know of any quick solution out of this situation. You could do something convoluted, like this: - Add a ticket dynamic field named "Changed in the last 2 days" of type multiple select with two values: "Yes" and "No" - Add a generic agent job "No-setter of Changed in the last 2 days" that uses the search condition "Change time" with "before 2 days" and sets "Changed in the last 2 days" to "No" - Add another generic agent job "Yes-setter of Changed in the last 2 days" that uses the search condition "Change time" with "last 2 days" and sets "Changed in the last 2 days" to "Yes" - Add a report that filters tickets based on "Changed in the last 2 days" = "No" You will need to adjust timings for the jobs based on when you need to run the report because unless the "Yes-setter" runs very often you will not catch new tickets in the report as they don't have the dynamic field set to "Yes" until "Yes-setter" runs On Thu, Apr 18, 2013 at 12:09 PM, Darshak Modi wrote:

As per my understanding,In report creation/generation there is no selection of Article update before/after like criteria, which is available in search.

On 18-04-2013 PM 02:36, Bogdan Iosif wrote:

You seem to have understood Steven's "search" suggestion as a suggestion for something else than a report. I think what he meant by "search" is the filtering condition for a report. And you seem to already know that reports can be executed from the command line.

On Thu, Apr 18, 2013 at 11:55 AM, Darshak Modi

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wrote:

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Thanks a lot.

Ok .. not so handy for me atleast! but will try.

As suggested by Steven , if searching article update solves, i tested, can we run the search using command line? Just like reports , can the searches be run using some pl file?

On 18-04-2013 PM 01:35, Bogdan Iosif wrote:

I don't think you can do this with dynamic stats (the type of report where you configure fields for columns, filters, etc. from OTRS's agent web interface -> STATISTICS module).

You can do it with static stats if you know some minimal Perl, SQL and how to integrate a new Perl file into OTRS as a backend for a static stat report. If you know SQL but not Perl then you can forget about integrating the report into OTRS and just run a query on the OTRS database and export its results in Excel.

For the query you need to select from table "ticket" those entries not having corresponding entries in table "ticket_history" with their "create_time" column within the last 2 days and their "history_type_id" column = "2" (2 corresponds to a "FollowUp" history entry type).

OTRS registers a history entry of type "FollowUp" whenever a customer posts a reply to a ticket through his web interface or via email. You need to decide your definition of "follow up" is the same. You will also need to add to the query references to a lot of simple dictionary type tables to get actual human readable values for things like ticket's queue name, service name, owner, etc. This last part can be covered by just looking at the database tables and making common sense assumptions.

/bogdan

On Thu, Apr 18, 2013 at 10:15 AM, Darshak Modi < darshak.modi@elitecore.com> wrote:

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How to find that the ticket does not have any follow up in last 2 days,when its ope n. In search or report creation there is no option for followup search,

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