Re: [otrs] [ Is there any easy way to show tickets closed in a week? ]

12 Mar 2008

      Andrew, it's perfect. But I need to know, for example, what are these
tickets. It's important to have the subject for this tickets in hands.

On Thu, Mar 6, 2008 at 8:14 AM, Andrew Stesin  wrote:
...
It's easy but needs a bit of daily work.
1. Establish some timestamp at which daily data is to be taken. Say 8:00.
2. Take Excel and create a table with the following columns:
- column A: date
- column B: the rest taken
- column C: new
- column D: closed
- column E: the rest given
3. Let's start from today: 2008.03.06. At 8:00 daily do the following:
- write `2008.03.05' into cell A2 - we are making a daily report for
the 24 hr. period between 08:00 05.03.2008 and 08:00 06.03.2008
- skip the cell B2 (we do not know, how many tickets were open at
08:00 04.03 and were taken into further processing)
- search for the tickets, which were created in the last 24 hours,
find the quantity, fill into the cell C2
- search for the tickets, which are in open/delayed/... state at the
moment (anything but "closed" state). Fill into the cell E2.
4. The day after:
- write `2008.03.06' into cell A2 - we are making a daily report for
the 24 hr. period between 08:00 06.03.2008 and 08:00 07.03.2008
- put the formula =E2 into the cell B3. Today we know, that column E
from yesterday gives us an exact quantity of non-closed tickets at
08:00
- search for the tickets, which were created in the last 24 hours,
find the quantity, fill into the cell C3
- search for the tickets, which are in open/delayed/... state at the
moment (anything but "closed" state). Fill into the cell E3.
- put the formula =E3-(B3+C3) into the cell D3
Voila, you have your data for a daily report for your boss :) Repeat
daily! :)
WBR,
Andrew
2008/3/6, BCWINFO :
...
This is for my boss!
;-)
I tried Search but I couldn't do that.
Any suggestions?
Diego

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