Re: [otrs] DB Tables

sorry for the multi-post ... t.ticket_lock_id (underscore, not dash/minus) On Thu, Apr 17, 2014 at 9:18 AM, Gerald Young wrote:

I suppose you might want to count states per queue, right?

sum(case when q.id = 2 and t.state_id=1 then 1 else 0 end) as RawNew sum(case when q.id = 2 and t.state_id=4 then 1 else 0 end) as RawOpen

You can do something similar with ticket_state_type instead for types instead of explicit states. You may also throw in locked/unlocked with t.ticket-lock_id (Raw Locked, Raw Unlocked)

Certainly, the possibilities abound at this point, but I think you get the idea.

On Thu, Apr 17, 2014 at 8:58 AM, Gerald Young wrote:

...

...

how many tickets per agent, per queue

SELECT u.login user, sum(case when q.id = 2 then 1 else 0 end) as Raw, sum(case when q.id = 3 then 1 else 0 end) as Junk, sum(case when q.id = 4 then 1 else 0 end) as Misc FROM `ticket` t left join users u on u.id = t.user_id left join queue q on q.id = t.queue_id group by u.id

This will be a bit tedious to assemble, because it relies on specifying your individual list of queues:

This can help you generate: SELECThttp://192.168.1.90/pmyadmin/url.php?url=http%3A%2F%2Fdev.mysql.com%2Fdoc%2F... CONCAT("SUM(CASE WHEN q.id=", id, " then 1 else 0 end) AS ", q.name, ", ") Query FROM `queue` q WHERE 1

Just remember the last entry before "FROM" must not have a comma.

On Tue, Apr 15, 2014 at 6:40 PM, André Cavalcante wrote:

...

Hi there,

Once I don't have a graphic dashboard plugin, I'd like to build some queries on otrs db (mysql) to show the results in Pentaho.

Problem: I don't know in which table data are.

Desired result: A graphic dahsboard that shows: - how many tickets are in each queue - how many tickets are locked and unlocked in each queue - how many tickets have escalated per queue - how many tickets per agent, per queue - survey results and other that my imagination can think about.

Does anyone know where I can get these information?

Thanks

--

*André Luiz C. e Cavalcante, PMP, PRINCE2* ITS Manager

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