Hi Jake, On Fri, Mar 28, 2003 at 03:03:10PM -0500, Covert, Jake wrote:
I need help from someone. My boss wants a few specific statistics and I'm not sure how to get 'em for him from OTRS.
First thing: ============================ Only one metric per chart. Right now, all the stats are jammed onto one graphic that high-level types can read very well. How can I turn some of those options off? Then I could just make one chart per metric or something like that.
You need to modify the source code. There is no config option.
Second thing: ============================ Number of requests per Queue?
Third thing: ============================ Length of time that tickets were open. (How long did it take for the technicians to solve the request.) Not sure how something like this would get reported. Maybe average ticket duration with a Max. / Min. for a given week / month?
I see, you can get the data from the database. It's not so easy... There is a big pic of the database which helps you to understand it: http://otrs.org/cgi-bin/cvsweb.cgi/otrs/doc/otrs-database.dia
Jake Covert
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972