Stats and maximum # of locked tickets/close ticket without notes
Hi, We're finally moving from our current email system over to OTRS for customer care emails. I have 2 questions and a gift for the group. 1) Is there a way to close a ticket without putting notes in it? We use another system for our order management, and any notes are usually put in there. It's hard getting my customer care team to do any extra steps than what they are used to with our current email system so an option of turning off the mandatory typing of a note would be nice. 2) Is there a way to setup the maximum number of locked tickets that an agent/user can have open at one time? We have 1-2 agents who like to open up as many tickets as they can, leaving nothing for the other members. Thanks in advanced for any help with these questions - thanks also to the many members of the mailing list who are extremely helpful. More thanks to the OTRS dev. Team for such a great product. If it wasn't for OTRS, I would not be learning about MySQL and queries! As for the gift to the group. Here are 4 mysql queries that we've created in house - If we had this type of stuff built into the system's stat area, it would be a better system. I plan on looking at the code to see how I would implement that, but this might be beneficial to the rest of the group who might need this. We have this built into a text file now that a cron job picks up on a daily basis and emails it out to the recipients that I specify in the cron job. If any one is interested in getting the cron job, please let me know. Count of open tickets: select count(*) "# of tickets in backlog" from ticket Count of tickets received yesterday: select count(*) "# of new tickets received yesterday" from ticket WHERE create_time > date_add(NOW(),INTERVAL -1 DAY) Count of tickets closed successfully yesterday: select count(*) "# of tickets closed yesterday" from ticket where ticket_state_id = 2 and change_time > date_add(now(),INTERVAL -1 DAY) Count of tickets closed successfully yesterday by agent: select user_id "Agent",count(*) "# of Tickets closed yesterday" from ticket where ticket_state_id = 2 and change_time > date_add(now(),INTERVAL -1 DAY) group by user_id Count of new tickets received yesterday by queue: select queue_id "Queue", count(*) "# of new tickets received yesterday by subject" from ticket WHERE create_time > date_add(NOW(),INTERVAL -1 DAY) group by queue_id
On Thursday, June 03, 2004 10:17 PM
Juan Gonzalez
1) Is there a way to close a ticket without putting notes in it? We use another system for our order management, and any notes are usually put in there. It's hard getting my customer care team to do any extra steps than what they are used to with our current email system so an option of turning off the mandatory typing of a note would be nice.
You might disable the JavaScript code that does the check, but it would be nicer to just set in Config.pm: $Self->{DefaultCloseNoteText} = '-';
2) Is there a way to setup the maximum number of locked tickets that an agent/user can have open at one time? We have 1-2 agents who like to open up as many tickets as they can, leaving nothing for the other members.
This would require coding a new module, checking a the count of locked tickets when trying to lock another one. It's possible. Willing, anyone?
Thanks in advanced for any help with these questions - thanks also to the many members of the mailing list who are extremely helpful. More thanks to the OTRS dev. Team for such a great product. If it wasn't for OTRS, I would not be learning about MySQL and queries!
While you're at it, throw an eye on gorgeous PostGreSQL, too: http://www.postgresql.org/
As for the gift to the group. Here are 4 mysql queries that we've created in house - If we had this type of stuff built into the system's stat area, it would be a better system. I plan on looking at the code to see how I would implement that, but this might be beneficial to the rest of the group who might need this. We have this built into a text file now that a cron job picks up on a daily basis and emails it out to the recipients that I specify in the cron job. If any one is interested in getting the cron job, please let me know.
Just for the archives...
Count of open tickets: select count(*) "# of tickets in backlog" from ticket
This were the number of all tickets, not just the open ones.
Count of tickets closed successfully yesterday: select count(*) "# of tickets closed yesterday" from ticket where ticket_state_id = 2 and change_time > date_add(now(),INTERVAL -1 DAY)
This is the number of the closed tickets that were changed yesterday, a slight difference. Imagine a GA job not changing the (already closed) state, but simply adding a note. This GA job runs every saturday. Each sunday the number of tickets closed last night will arize, I suppose. Same goes for the succeeding query of the above. Thank you for your additions, although some lack precision, they are likely to work in most installations. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
On Thursday, June 03, 2004 10:17 PM
Juan Gonzalez
1) Is there a way to close a ticket without putting notes in it? We use another system for our order management, and any notes are usually put in there. It's hard getting my customer care team to do any extra steps than what they are used to with our current email system so an option of turning off the mandatory typing of a note would be nice.
Here is the One-Click solution:
Create a new theme (http://doc.otrs.org/1.2/en/html/dtl-theme.html), and
edit these dtls at least:
Kernel/Output/HTML/Standard/AgentMailboxTicket.dtl
Kernel/Output/HTML/Standard/AgentZoomHead.dtl
Kernel/Output/HTML/Standard/TicketView.dtl
Search for the text "# should we show the close action". You'll find
these lines:
# should we show the close action
participants (2)
-
Juan Gonzalez -
Robert Kehl