How to find tickets that have no followup in 2 days

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Darshak Modi

18 Apr 2013 18 Apr '13

7:15 a.m.

How to find that the ticket does not have any follow up in last 2 days,when its open. In search or report creation there is no option for followup search, --

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Steven Carr

18 Apr 18 Apr

7:34 a.m.

OTRS search doesn't distinguish between followup and an agent updating a case, so the following search will bring back open tickets not touched for 2 days. Search: Article Create Time (before/after): before 2 days State: open But I'm assuming you already tried that before posting to the list? On 18 April 2013 08:15, Darshak Modi wrote:

...

How to find that the ticket does not have any follow up in last 2 days,when its ope n. In search or report creation there is no option for followup search,

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Cyrille Bollu

7:37 a.m.

I guess it's what ticket unlock timeout is for. BR, Cyrille Le 18/04/2013 09:15, Darshak Modi a écrit :

...

How to find that the ticket does not have any follow up in last 2 days,when its open. In search or report creation there is no option for followup search, --

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Bogdan Iosif

8:05 a.m.

I don't think you can do this with dynamic stats (the type of report where you configure fields for columns, filters, etc. from OTRS's agent web interface -> STATISTICS module). You can do it with static stats if you know some minimal Perl, SQL and how to integrate a new Perl file into OTRS as a backend for a static stat report. If you know SQL but not Perl then you can forget about integrating the report into OTRS and just run a query on the OTRS database and export its results in Excel. For the query you need to select from table "ticket" those entries not having corresponding entries in table "ticket_history" with their "create_time" column within the last 2 days and their "history_type_id" column = "2" (2 corresponds to a "FollowUp" history entry type). OTRS registers a history entry of type "FollowUp" whenever a customer posts a reply to a ticket through his web interface or via email. You need to decide your definition of "follow up" is the same. You will also need to add to the query references to a lot of simple dictionary type tables to get actual human readable values for things like ticket's queue name, service name, owner, etc. This last part can be covered by just looking at the database tables and making common sense assumptions. /bogdan On Thu, Apr 18, 2013 at 10:15 AM, Darshak Modi wrote:

...

How to find that the ticket does not have any follow up in last 2 days,when its ope n. In search or report creation there is no option for followup search,

--

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Darshak Modi

8:55 a.m.

Thanks a lot. Ok .. not so handy for me atleast! but will try. As suggested by Steven , if searching article update solves, i tested, can we run the search using command line? Just like reports , can the searches be run using some pl file? On 18-04-2013 PM 01:35, Bogdan Iosif wrote:

...

I don't think you can do this with dynamic stats (the type of report where you configure fields for columns, filters, etc. from OTRS's agent web interface -> STATISTICS module).

You can do it with static stats if you know some minimal Perl, SQL and how to integrate a new Perl file into OTRS as a backend for a static stat report. If you know SQL but not Perl then you can forget about integrating the report into OTRS and just run a query on the OTRS database and export its results in Excel.

For the query you need to select from table "ticket" those entries not having corresponding entries in table "ticket_history" with their "create_time" column within the last 2 days and their "history_type_id" column = "2" (2 corresponds to a "FollowUp" history entry type).

OTRS registers a history entry of type "FollowUp" whenever a customer posts a reply to a ticket through his web interface or via email. You need to decide your definition of "follow up" is the same. You will also need to add to the query references to a lot of simple dictionary type tables to get actual human readable values for things like ticket's queue name, service name, owner, etc. This last part can be covered by just looking at the database tables and making common sense assumptions.

/bogdan

On Thu, Apr 18, 2013 at 10:15 AM, Darshak Modi mailto:darshak.modi@elitecore.com> wrote:

How to find that the ticket does not have any follow up in last 2 days,when its open. In search or report creation there is no option for followup search,

--

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Bogdan Iosif

9:06 a.m.

You seem to have understood Steven's "search" suggestion as a suggestion for something else than a report. I think what he meant by "search" is the filtering condition for a report. And you seem to already know that reports can be executed from the command line. On Thu, Apr 18, 2013 at 11:55 AM, Darshak Modi wrote:

...

Thanks a lot.

Ok .. not so handy for me atleast! but will try.

As suggested by Steven , if searching article update solves, i tested, can we run the search using command line? Just like reports , can the searches be run using some pl file?

On 18-04-2013 PM 01:35, Bogdan Iosif wrote:

I don't think you can do this with dynamic stats (the type of report where you configure fields for columns, filters, etc. from OTRS's agent web interface -> STATISTICS module).

You can do it with static stats if you know some minimal Perl, SQL and how to integrate a new Perl file into OTRS as a backend for a static stat report. If you know SQL but not Perl then you can forget about integrating the report into OTRS and just run a query on the OTRS database and export its results in Excel.

For the query you need to select from table "ticket" those entries not having corresponding entries in table "ticket_history" with their "create_time" column within the last 2 days and their "history_type_id" column = "2" (2 corresponds to a "FollowUp" history entry type).

OTRS registers a history entry of type "FollowUp" whenever a customer posts a reply to a ticket through his web interface or via email. You need to decide your definition of "follow up" is the same. You will also need to add to the query references to a lot of simple dictionary type tables to get actual human readable values for things like ticket's queue name, service name, owner, etc. This last part can be covered by just looking at the database tables and making common sense assumptions.

/bogdan

On Thu, Apr 18, 2013 at 10:15 AM, Darshak Modi
...
wrote:

...
How to find that the ticket does not have any follow up in last 2 days,when its ope n. In search or report creation there is no option for followup search,

--

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Darshak Modi

9:09 a.m.

As per my understanding,In report creation/generation there is no selection of Article update before/after like criteria, which is available in search. On 18-04-2013 PM 02:36, Bogdan Iosif wrote:

...

You seem to have understood Steven's "search" suggestion as a suggestion for something else than a report. I think what he meant by "search" is the filtering condition for a report. And you seem to already know that reports can be executed from the command line.

On Thu, Apr 18, 2013 at 11:55 AM, Darshak Modi mailto:darshak.modi@elitecore.com> wrote:

Thanks a lot.

Ok .. not so handy for me atleast! but will try.

As suggested by Steven , if searching article update solves, i tested, can we run the search using command line? Just like reports , can the searches be run using some pl file?

On 18-04-2013 PM 01:35, Bogdan Iosif wrote:

...
I don't think you can do this with dynamic stats (the type of report where you configure fields for columns, filters, etc. from OTRS's agent web interface -> STATISTICS module).

You can do it with static stats if you know some minimal Perl, SQL and how to integrate a new Perl file into OTRS as a backend for a static stat report. If you know SQL but not Perl then you can forget about integrating the report into OTRS and just run a query on the OTRS database and export its results in Excel.

For the query you need to select from table "ticket" those entries not having corresponding entries in table "ticket_history" with their "create_time" column within the last 2 days and their "history_type_id" column = "2" (2 corresponds to a "FollowUp" history entry type).

OTRS registers a history entry of type "FollowUp" whenever a customer posts a reply to a ticket through his web interface or via email. You need to decide your definition of "follow up" is the same. You will also need to add to the query references to a lot of simple dictionary type tables to get actual human readable values for things like ticket's queue name, service name, owner, etc. This last part can be covered by just looking at the database tables and making common sense assumptions.

/bogdan

On Thu, Apr 18, 2013 at 10:15 AM, Darshak Modi mailto:darshak.modi@elitecore.com> wrote:

How to find that the ticket does not have any follow up in last 2 days,when its open. In search or report creation there is no option for followup search,

--

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Cyrille Bollu

9:38 a.m.

Why don't you use unlock timeout? *Simply* set an unlock timeout of 2 days and then search for all open tickets that are unlocked. Cyr Le 18/04/2013 11:09, Darshak Modi a écrit :

...

As per my understanding,In report creation/generation there is no selection of Article update before/after like criteria, which is available in search.

On 18-04-2013 PM 02:36, Bogdan Iosif wrote:

...
You seem to have understood Steven's "search" suggestion as a suggestion for something else than a report. I think what he meant by "search" is the filtering condition for a report. And you seem to already know that reports can be executed from the command line.

On Thu, Apr 18, 2013 at 11:55 AM, Darshak Modi mailto:darshak.modi@elitecore.com> wrote:

Thanks a lot.

Ok .. not so handy for me atleast! but will try.

As suggested by Steven , if searching article update solves, i tested, can we run the search using command line? Just like reports , can the searches be run using some pl file?

On 18-04-2013 PM 01:35, Bogdan Iosif wrote:

...
I don't think you can do this with dynamic stats (the type of report where you configure fields for columns, filters, etc. from OTRS's agent web interface -> STATISTICS module).

You can do it with static stats if you know some minimal Perl, SQL and how to integrate a new Perl file into OTRS as a backend for a static stat report. If you know SQL but not Perl then you can forget about integrating the report into OTRS and just run a query on the OTRS database and export its results in Excel.

For the query you need to select from table "ticket" those entries not having corresponding entries in table "ticket_history" with their "create_time" column within the last 2 days and their "history_type_id" column = "2" (2 corresponds to a "FollowUp" history entry type).

OTRS registers a history entry of type "FollowUp" whenever a customer posts a reply to a ticket through his web interface or via email. You need to decide your definition of "follow up" is the same. You will also need to add to the query references to a lot of simple dictionary type tables to get actual human readable values for things like ticket's queue name, service name, owner, etc. This last part can be covered by just looking at the database tables and making common sense assumptions.

/bogdan

On Thu, Apr 18, 2013 at 10:15 AM, Darshak Modi mailto:darshak.modi@elitecore.com> wrote:

How to find that the ticket does not have any follow up in last 2 days,when its open. In search or report creation there is no option for followup search,

--

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Darshak Modi

9:38 a.m.

Actually by default unlock time is set to 1 min, so no agent can lock the ticket. And anyone is free to respond. Darshak Modi | Elitecore Technologies Telecom Practices- India Office: 079-26405600 | +91-9909008245 Skype: darshakamodi On 18-04-2013 PM 03:08, Cyrille Bollu wrote:

...

Why don't you use unlock timeout?

*Simply* set an unlock timeout of 2 days and then search for all open tickets that are unlocked.

Cyr

Le 18/04/2013 11:09, Darshak Modi a écrit :

...
As per my understanding,In report creation/generation there is no selection of Article update before/after like criteria, which is available in search.

On 18-04-2013 PM 02:36, Bogdan Iosif wrote:

...
You seem to have understood Steven's "search" suggestion as a suggestion for something else than a report. I think what he meant by "search" is the filtering condition for a report. And you seem to already know that reports can be executed from the command line.

On Thu, Apr 18, 2013 at 11:55 AM, Darshak Modi mailto:darshak.modi@elitecore.com> wrote:

Thanks a lot.

Ok .. not so handy for me atleast! but will try.

As suggested by Steven , if searching article update solves, i tested, can we run the search using command line? Just like reports , can the searches be run using some pl file?

On 18-04-2013 PM 01:35, Bogdan Iosif wrote:

...
I don't think you can do this with dynamic stats (the type of report where you configure fields for columns, filters, etc. from OTRS's agent web interface -> STATISTICS module).

You can do it with static stats if you know some minimal Perl, SQL and how to integrate a new Perl file into OTRS as a backend for a static stat report. If you know SQL but not Perl then you can forget about integrating the report into OTRS and just run a query on the OTRS database and export its results in Excel.

For the query you need to select from table "ticket" those entries not having corresponding entries in table "ticket_history" with their "create_time" column within the last 2 days and their "history_type_id" column = "2" (2 corresponds to a "FollowUp" history entry type).

OTRS registers a history entry of type "FollowUp" whenever a customer posts a reply to a ticket through his web interface or via email. You need to decide your definition of "follow up" is the same. You will also need to add to the query references to a lot of simple dictionary type tables to get actual human readable values for things like ticket's queue name, service name, owner, etc. This last part can be covered by just looking at the database tables and making common sense assumptions.

/bogdan

On Thu, Apr 18, 2013 at 10:15 AM, Darshak Modi mailto:darshak.modi@elitecore.com> wrote:

How to find that the ticket does not have any follow up in last 2 days,when its open. In search or report creation there is no option for followup search,

--

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Bogdan Iosif

9:42 a.m.

Ugh... you're right. I don't know of any quick solution out of this situation. You could do something convoluted, like this: - Add a ticket dynamic field named "Changed in the last 2 days" of type multiple select with two values: "Yes" and "No" - Add a generic agent job "No-setter of Changed in the last 2 days" that uses the search condition "Change time" with "before 2 days" and sets "Changed in the last 2 days" to "No" - Add another generic agent job "Yes-setter of Changed in the last 2 days" that uses the search condition "Change time" with "last 2 days" and sets "Changed in the last 2 days" to "Yes" - Add a report that filters tickets based on "Changed in the last 2 days" = "No" You will need to adjust timings for the jobs based on when you need to run the report because unless the "Yes-setter" runs very often you will not catch new tickets in the report as they don't have the dynamic field set to "Yes" until "Yes-setter" runs On Thu, Apr 18, 2013 at 12:09 PM, Darshak Modi wrote:

...

As per my understanding,In report creation/generation there is no selection of Article update before/after like criteria, which is available in search.

On 18-04-2013 PM 02:36, Bogdan Iosif wrote:

You seem to have understood Steven's "search" suggestion as a suggestion for something else than a report. I think what he meant by "search" is the filtering condition for a report. And you seem to already know that reports can be executed from the command line.

On Thu, Apr 18, 2013 at 11:55 AM, Darshak Modi
...
wrote:

...
Thanks a lot.

Ok .. not so handy for me atleast! but will try.

As suggested by Steven , if searching article update solves, i tested, can we run the search using command line? Just like reports , can the searches be run using some pl file?

On 18-04-2013 PM 01:35, Bogdan Iosif wrote:

I don't think you can do this with dynamic stats (the type of report where you configure fields for columns, filters, etc. from OTRS's agent web interface -> STATISTICS module).

You can do it with static stats if you know some minimal Perl, SQL and how to integrate a new Perl file into OTRS as a backend for a static stat report. If you know SQL but not Perl then you can forget about integrating the report into OTRS and just run a query on the OTRS database and export its results in Excel.

For the query you need to select from table "ticket" those entries not having corresponding entries in table "ticket_history" with their "create_time" column within the last 2 days and their "history_type_id" column = "2" (2 corresponds to a "FollowUp" history entry type).

OTRS registers a history entry of type "FollowUp" whenever a customer posts a reply to a ticket through his web interface or via email. You need to decide your definition of "follow up" is the same. You will also need to add to the query references to a lot of simple dictionary type tables to get actual human readable values for things like ticket's queue name, service name, owner, etc. This last part can be covered by just looking at the database tables and making common sense assumptions.

/bogdan

On Thu, Apr 18, 2013 at 10:15 AM, Darshak Modi < darshak.modi@elitecore.com> wrote:

...
How to find that the ticket does not have any follow up in last 2 days,when its ope n. In search or report creation there is no option for followup search,

--

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Bogdan Iosif

9:44 a.m.

The last paragraph about timing is wrong. I meant "No-setter" instead of "Yes-setter" and "tickets that just got older than 2 days" instead of "new tickets" On Thu, Apr 18, 2013 at 12:42 PM, Bogdan Iosif wrote:

...

Ugh... you're right. I don't know of any quick solution out of this situation. You could do something convoluted, like this: - Add a ticket dynamic field named "Changed in the last 2 days" of type multiple select with two values: "Yes" and "No" - Add a generic agent job "No-setter of Changed in the last 2 days" that uses the search condition "Change time" with "before 2 days" and sets "Changed in the last 2 days" to "No" - Add another generic agent job "Yes-setter of Changed in the last 2 days" that uses the search condition "Change time" with "last 2 days" and sets "Changed in the last 2 days" to "Yes" - Add a report that filters tickets based on "Changed in the last 2 days" = "No"

You will need to adjust timings for the jobs based on when you need to run the report because unless the "Yes-setter" runs very often you will not catch new tickets in the report as they don't have the dynamic field set to "Yes" until "Yes-setter" runs

On Thu, Apr 18, 2013 at 12:09 PM, Darshak Modi
...
wrote:

...
As per my understanding,In report creation/generation there is no selection of Article update before/after like criteria, which is available in search.

On 18-04-2013 PM 02:36, Bogdan Iosif wrote:

You seem to have understood Steven's "search" suggestion as a suggestion for something else than a report. I think what he meant by "search" is the filtering condition for a report. And you seem to already know that reports can be executed from the command line.

On Thu, Apr 18, 2013 at 11:55 AM, Darshak Modi < darshak.modi@elitecore.com> wrote:

...
Thanks a lot.

Ok .. not so handy for me atleast! but will try.

As suggested by Steven , if searching article update solves, i tested, can we run the search using command line? Just like reports , can the searches be run using some pl file?

On 18-04-2013 PM 01:35, Bogdan Iosif wrote:

I don't think you can do this with dynamic stats (the type of report where you configure fields for columns, filters, etc. from OTRS's agent web interface -> STATISTICS module).

You can do it with static stats if you know some minimal Perl, SQL and how to integrate a new Perl file into OTRS as a backend for a static stat report. If you know SQL but not Perl then you can forget about integrating the report into OTRS and just run a query on the OTRS database and export its results in Excel.

For the query you need to select from table "ticket" those entries not having corresponding entries in table "ticket_history" with their "create_time" column within the last 2 days and their "history_type_id" column = "2" (2 corresponds to a "FollowUp" history entry type).

OTRS registers a history entry of type "FollowUp" whenever a customer posts a reply to a ticket through his web interface or via email. You need to decide your definition of "follow up" is the same. You will also need to add to the query references to a lot of simple dictionary type tables to get actual human readable values for things like ticket's queue name, service name, owner, etc. This last part can be covered by just looking at the database tables and making common sense assumptions.

/bogdan

On Thu, Apr 18, 2013 at 10:15 AM, Darshak Modi < darshak.modi@elitecore.com> wrote:

...
How to find that the ticket does not have any follow up in last 2 days, when its open. In search or report creation there is no option for followup search,

--

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David Boyes

2:20 p.m.

As suggested by Steven , if searching article update solves, i tested, can we run the search using command line? Since you're writing the code, make it work the way YOU want it to work. Just like reports , can the searches be run using some pl file? He's suggesting you do direct SQL queries against the database - outside of OTRS - using your own code. If you do that, then how it is run depends on how you write the code and what tool you use to do it. The key point is that OTRS data is just data in database tables. You install a ODBC connector to the database (if you want to use Windows-based tools) or use the direct API to access the underlying OTRS database tables, and then you can use whatever reporting tool suits you in whatever way it suits you. I've had good success with Jasper Reports, MS Access and Crystal Reports. All will let you run things in batch from the command line, but that's coincidental that the data happens to come from OTRS; the reporting tool governs how the reports can be run, not OTRS.

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Bogdan Iosif
Cyrille Bollu
Darshak Modi
David Boyes
Steven Carr