Re: [otrs] Statistic extensions (considering TimeWorkingHours)

Hi Alex, Thank you for your help, I'll give ti a try as soon as i come back to work Gabriele ----- Original Message ----- From: "Alexander Scholler" To: "User questions and discussions about OTRS.org" Sent: Thursday, June 14, 2007 7:51 AM Subject: Re: [otrs] Statistic extensions (considering TimeWorkingHours) Hi Gariele, Gabriele D'Andrea schrieb:

Hi, I tried the modules you have developed:

I updated the file ~/Kernel/Config/Files/Ticket.xml, inseting the code for Ticket::StatsOwn4 and Ticket::StatsOwn5 at the end of file , just over

Then I put the files State_Changes.pm and State_Changes_Specific.pm in the directory ~/Kernel/System/Stats/ But I can't see any changes! Have I done something wrong? Can you please explain better what your modules should do? Thank you Gabriele

The steps you did are necessary for OTRS v2.0.x In OTRS v2.1, there are some (good) changes in applying statistic-extensions. The *.pm-extension-files (e.g. State_Changes.pm) must be stored in ~otrs/Kernel/Systems/Stats/Static/. (remember to change the package-name within the file!). Then, create a new statistic within the GUI. Instead of using the dynamic object "ticket", you now can choose the extension-file. You new statistic is available directly after processing the 1st of the indicated 4 steps (you need all the 4 steps only for the dynamic object). If you have problems, please desribe them very specific. Bye, Alex

Alexander Scholler wrote: Wed, 17 May 2006 01:17:21 -0700 Hi all,

often discussed on the lists (english as well as german): the availability of statistic extensions on OTRS. I now wrote some extensions posted in this mail.

This is the approach I followed:

1) Basically I had to understand the DB-schema ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.0-database.png

2) Then I did some pure SQL statistic analysis within OpenOffice Base with JDBC-bridge to the MySQL-DB (note: this Base-DB can be used excellently under Windows and Linux! - try this with M$-Office).

2a) The problem is that TimeDifferences (eg. how long did it takes to act on a new ticket) are always calculated hard, meaning "DateWhenActing minus DateWhenNew" is not really a good measurement because the support time of the service desk team is not considered. The gap in seconds within the support time (defined in TimeWorkingHours and others on OTRS) can be calculated within OTRS through Kernel::System::Time->WorkingHours, see http://dev.otrs.org/2.0/Kernel/System/Time.html#item_workingtime (sorry for that syntax, I'm not a perl expert).

So I had to bring my Base-SQL-statements into the OTRS statistic framework to use the time-function provided by OTRS.

2b) I took ~/Kernel/Systems/Stats/* as templates and created my own extensions. Some of them are attached to this mail.

You have to copy the *.pm-Files to the proper location and extend your ~/Kernel/Config/Files/Ticket.xml (to let OTRS know that there are extensions). Would you please give me feedback * if the SQL-statements are correct * if the work I've done follows the right way

I think many of you have waited for the statistics I provide. If you extend my statistics, please also publish your work done. Consider that changes you make to statistics don't affect if UseResultCache = 1. WriteCache on State_Changes_Specific.pm could be applied due to the logic, but cache-distinction upon different selected states is not supplied by OTRS (it only considers Month and Year). Sorry about the german/english-mix used within the files.

Now, some questions coming up during my work:

I) In Status_Changes.pm the code does * make the sql-query * calculate time within support time * does some data-grouping through perl

The problem is that I had to expensively (for me!) code the data-grouping in perl. MySQL could do this job much better and more efficient. But how can the WorkingHours-function of OTRS be brought to MySQL? Ia) by writing an MySQL stored-procedure/function, first available on v5.0. The problem with this approach is that the service-time must be maintained in OTRS and in the MySQL-function => this could be done in further OTRS version through OTRS itself with it's DB-access. Ib) by giving the modified time data from OTRS back to MySQL. Out of OTRS a temporary table could be created which would be filled with the modified time data through OTRS. Data-analyses (e.g. grouping) could be done on this table. What do you think about these approaches?

II) I wanted to do some modification over all statistics.

So I edited ~/Kernel/Modul/SystemStats.pm. But I couldn't notice any output-changes upon code changes (beside wrong syntax: this was reported by an error). Where or how must the statistic output module be edited? Bye, Alex

State_Changes.pm Description: Perl program State_Changes_Specific.pm Description: Perl program <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn4" Required="0" Valid="1"> <Description Lang="en">duration of states</Description> <Description Lang="de">Dauer der Stati</Description> <Group>Ticket</Group> <SubGroup>Core::Stats</SubGroup> <Setting> <Hash> <Item Key="Name">Status-Verweildauer</Item> <Item Key="Module">Kernel::System::Stats::State_Changes</Item> <Item Key="Desc">Gibt an, wie lange die einzelnen Stati bestehen bleiben. Es werden alle Stati betrachtet, die innerhalb des gewuenschten Zeitraumes beendet wurden.</Item> <Item Key="UseResultCache">1</Item> <Item Key="Output"> <Array> <Item>Print</Item> <Item>CSV</Item> </Array> </Item> <Item Key="OutputDefault">Print</Item> </Hash> </Setting> </ConfigItem> <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn5" Required="0" Valid="1"> <Description Lang="en">duration of specific state</Description> <Description Lang="de">Dauer eines speziellen Status</Description> <Group>Ticket</Group> <SubGroup>Core::Stats</SubGroup> <Setting> <Hash> <Item Key="Name">Status-Verweildauer (spezifische Einzelbetrachtung)</Item> <Item Key="Module">Kernel::System::Stats::State_Changes_Specific</Item> <Item Key="Desc">Zeigt alle Verweildauern des ausgewählten Status a. (Status muss im ausgewaehlten Monat abgeschlossen worden sein.</Item> <Item Key="UseResultCache">0</Item> <Item Key="Output"> <Array> <Item>Print</Item> <Item>CSV</Item> </Array> </Item> <Item Key="OutputDefault">Print</Item> </Hash> </Setting> </ConfigItem>

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_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/ equest@otrs.org?subject=subscribe> List-Archive: http://lists.otrs.org/pipermail/otrs List-Post: mailto:otrs@otrs.org List-Help: mailto:otrs-request@otrs.org?subject=lp List-Subscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs, mailto:otrs-request@otrs.org?subject=bscribe Sender: otrs-bounces@otrs.org Errors-To: otrs-bounces@otrs.org X-Spam-Rating: mxavas3.alicom.com 1.6.2 0/1000/N Hi Gariele, Gabriele D'Andrea schrieb:

Hi, I tried the modules you have developed:

I updated the file ~/Kernel/Config/Files/Ticket.xml, inseting the code for Ticket::StatsOwn4 and Ticket::StatsOwn5 at the end of file , just over

Then I put the files State_Changes.pm and State_Changes_Specific.pm in the directory ~/Kernel/System/Stats/ But I can't see any changes! Have I done something wrong? Can you please explain better what your modules should do? Thank you Gabriele

The steps you did are necessary for OTRS v2.0.x In OTRS v2.1, there are some (good) changes in applying statistic-extensions. The *.pm-extension-files (e.g. State_Changes.pm) must be stored in ~otrs/Kernel/Systems/Stats/Static/. (remember to change the package-name within the file!). Then, create a new statistic within the GUI. Instead of using the dynamic object "ticket", you now can choose the extension-file. You new statistic is available directly after processing the 1st of the indicated 4 steps (you need all the 4 steps only for the dynamic object). If you have problems, please desribe them very specific. Bye, Alex

Alexander Scholler wrote: Wed, 17 May 2006 01:17:21 -0700 Hi all,

often discussed on the lists (english as well as german): the availability of statistic extensions on OTRS. I now wrote some extensions posted in this mail.

This is the approach I followed:

1) Basically I had to understand the DB-schema ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.0-database.png

2) Then I did some pure SQL statistic analysis within OpenOffice Base with JDBC-bridge to the MySQL-DB (note: this Base-DB can be used excellently under Windows and Linux! - try this with M$-Office).

2a) The problem is that TimeDifferences (eg. how long did it takes to act on a new ticket) are always calculated hard, meaning "DateWhenActing minus DateWhenNew" is not really a good measurement because the support time of the service desk team is not considered. The gap in seconds within the support time (defined in TimeWorkingHours and others on OTRS) can be calculated within OTRS through Kernel::System::Time->WorkingHours, see http://dev.otrs.org/2.0/Kernel/System/Time.html#item_workingtime (sorry for that syntax, I'm not a perl expert).

So I had to bring my Base-SQL-statements into the OTRS statistic framework to use the time-function provided by OTRS.

2b) I took ~/Kernel/Systems/Stats/* as templates and created my own extensions. Some of them are attached to this mail.

You have to copy the *.pm-Files to the proper location and extend your ~/Kernel/Config/Files/Ticket.xml (to let OTRS know that there are extensions). Would you please give me feedback * if the SQL-statements are correct * if the work I've done follows the right way

I think many of you have waited for the statistics I provide. If you extend my statistics, please also publish your work done. Consider that changes you make to statistics don't affect if UseResultCache = 1. WriteCache on State_Changes_Specific.pm could be applied due to the logic, but cache-distinction upon different selected states is not supplied by OTRS (it only considers Month and Year). Sorry about the german/english-mix used within the files.

Now, some questions coming up during my work:

I) In Status_Changes.pm the code does * make the sql-query * calculate time within support time * does some data-grouping through perl

The problem is that I had to expensively (for me!) code the data-grouping in perl. MySQL could do this job much better and more efficient. But how can the WorkingHours-function of OTRS be brought to MySQL? Ia) by writing an MySQL stored-procedure/function, first available on v5.0. The problem with this approach is that the service-time must be maintained in OTRS and in the MySQL-function => this could be done in further OTRS version through OTRS itself with it's DB-access. Ib) by giving the modified time data from OTRS back to MySQL. Out of OTRS a temporary table could be created which would be filled with the modified time data through OTRS. Data-analyses (e.g. grouping) could be done on this table. What do you think about these approaches?

II) I wanted to do some modification over all statistics.

So I edited ~/Kernel/Modul/SystemStats.pm. But I couldn't notice any output-changes upon code changes (beside wrong syntax: this was reported by an error). Where or how must the statistic output module be edited? Bye, Alex

State_Changes.pm Description: Perl program State_Changes_Specific.pm Description: Perl program <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn4" Required="0" Valid="1"> <Description Lang="en">duration of states</Description> <Description Lang="de">Dauer der Stati</Description> <Group>Ticket</Group> <SubGroup>Core::Stats</SubGroup> <Setting>