Hi Tabitha, Unfortunatly this is not possible I would love this feature too There are some pretty good changens made to the FAQ module recently, which I have not been able to test all the way But OTRS doesn't "count" the used response so far, but only copies its content in the email response It should not be too hard to implement, but it is not there at the moment Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Tabitha Stang Verzonden: woensdag 14 november 2007 15:45 Aan: otrs@otrs.org Onderwerp: Re: [otrs] Counting responses used Hi Gabriele, Thanks so much for your reply! I actually do mean "response", like in the table standard_response. Basically I want to count how many times we've used each standard_response (by standard response name) in all of the e-mails we've ever sent externally. Unfortunately all attempts I've made to link the name of the standard response to outgoing messages have failed. If there is any further help you can provide, I would be so very grateful! Thanks! Tabitha Date: Mon, 12 Nov 2007 19:37:17 +0100 From: "Gabriele D'Andrea" Subject: Re: [otrs] Counting responses used To: "User questions and discussions about OTRS.org" Message-ID: <013901c8255b$0dc9a6b0$8e04a8c0@nettezza> Content-Type: text/plain; format=flowed; charset="iso-8859-1"; reply-type=original I think you mean the artcile type: in table ARTICLE , the filed ARTICLE_TYPE_ID refers to the table ARTICLE_TYPE, where are stored the article names (e.g. email-external, which is the article type you are looking for, is referred to ID 1) Always refer to the database structure published in ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png Bye Gabriele ----- Original Message ----- From: "Tabitha Stang" To: Sent: Thursday, November 08, 2007 11:45 AM Subject: Re: [otrs] Counting responses used

Hi Gabriele,

Thanks so much for this!

Unfortunately it doesn't seem possible to actually find out the name of the response used for an article sent by an agent, or am I somehow misunderstanding the tables?

Thanks again! Tabitha

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Date: Wed, 7 Nov 2007 14:56:42 +0100 From: "Gabriele D'Andrea" Subject: Re: [otrs] Counting responses used To: "User questions and discussions about OTRS.org"

You have got to query the database directly to do this. First you got to understand the database structure Take a look at ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png

As a quick suggestion, you could point attention to the article table:

here you find the different notes, replies etc. that compose a ticket, in the same table, the a_to filed contains the addressee of your replies.

Hope this helps Gabriele ----- Original Message ----- From: Tabitha Stang To: 'User questions and discussions about OTRS.org' Sent: Wednesday, November 07, 2007 2:11 PM Subject: [otrs] Counting responses used

Hi,

My company would like to see how many incoming contacts we answer with each of our responses.

I don't see this possibility under "Stats" or "Search".

Does anyone have a solution or a good workaround for this?

Thanks so much!

Tabitha Stang

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