So I am to assume it's the standard Stats output that appears on the 'Stats' link? OK , to my next question , Is it possible to integrate the Stats page into the Agent Frontend (like total tickets open , by agent etc)? I'm not much of a coder/scripter so not really sure where to start looking (but eager to learn :). Our other helpdesk is running request tracker 3.4.5 , and I would really like to convince the powers that be that OTRS is the better option , hence the Stats questions (and I'm sure many more to come :P ) Many thanks in advance! Hopefully with your help I can get OTRS to replace RT :P
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Hathiramani Sent: 27 January 2006 03:33 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] OTRS statistics
As far as I am aware, the module that you are looking for a zip file for has been integrated into the latest releases.
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of BALAN, Daniel Sent: 27 January 2006 13:11 To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] OTRS statistics
I am interested in this too.
Daniel
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Danie Theron Sent: Friday, January 27, 2006 10:09 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] OTRS statistics
Hi Edgar ,
I was searching for statistic related questions on the mailing list and came across your contribution , unfortunately the zip file was not present.
Could you possibly send me the zip file , I would really like to have a look at it.
Dear all,
During the greater part of this year I've been developing a statistics module for OTRS (and Hostnet). Attached you'll find a zip file with the final result. See the README file within for further installation details, requirements, etc. etc.
The script is able to produce the following ticket statistics, aggregated on a per-day or per-week basis, between specified dates and in specified queues. The output can be selected as well; graphs, CSV and HTML (tables) are supported. Maybe it'll be of use to some of you ;- ) .
- Number of new tickets (total/calls/e-mails) - Workload (number of calls, in- and outgoing e-mails)
efficiency: - E-mail time calculations: Open time Reply time Resolution time
efficacy: - Average number of follow-ups/replies per ticket - Number of first time fixes
Best regards (and happy holidays),
Edgar Meij
Hostnet BV Singel 106 1015 AD Amsterdam The Netherlands
helpdesk website: http://www.hostnet.nl/helpdesk helpdesk : E-mail Protected tel : 020 // 7500 811 fax : 020 // 7500 825 sales : E-mail Protected administratie : E-mail Protected
-----Original Message----- From: Edgar Meij [mailto:edgar.meij@gmail.com] Sent: 09 August 2005 04:49 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] OTRS statistics
Hi Ravi,
Can you try running a MySQL query and post the results:
USE otrs
SELECT COUNT(DISTINCT(ticket_id)) FROM ticket_history WHERE history_type_id=1 AND create_time BETWEEN '2004-07-01' AND '2004-07-31' + INTERVAL 1 DAY;
Which version of OTRS are you using btw? You can also try and select no queues. The script will then simply use all tickets.
regards,
Edgar Meij
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