Greetings, I've added some dynamic fields to my tickets which come in from email. These match a header in the email, then place that text string into the dynamic field based on the header name. This data is then displayed on the Ticket Information panel. I would like to take this a step further, and produce a statistics report that would collate how many tickets have each unique string value. The string values are a specific value domain (representing 'referral reason'). Thus I would like to know in statistics, how many tickets were "Reason #1", how many were "Reason #2" and so on (within the framework of the other parameters, such as dates, queues, etc). So far, I have only been able to find information stating "you can use dynamic fields with stats" and "they just show up", but my fields are not just "showing up". What further configuration is required to utilize these fields? Thank you, -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------
On 6/7/2018 5:04 PM, Nick Bright wrote:
Greetings,
I've added some dynamic fields to my tickets which come in from email. These match a header in the email, then place that text string into the dynamic field based on the header name. This data is then displayed on the Ticket Information panel.
I would like to take this a step further, and produce a statistics report that would collate how many tickets have each unique string value. The string values are a specific value domain (representing 'referral reason'). Thus I would like to know in statistics, how many tickets were "Reason #1", how many were "Reason #2" and so on (within the framework of the other parameters, such as dates, queues, etc).
So far, I have only been able to find information stating "you can use dynamic fields with stats" and "they just show up", but my fields are not just "showing up".
What further configuration is required to utilize these fields?
Thank you,
Is it simply not possible to use a text field for this purpose, hence no replies? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------
Hello Nick, it is posible, it should be as simple as creating a new stat of
object TicketAccumulation and use your Dynamic Fields as Filters or as
Columns.
Regards
2018-06-12 11:44 GMT-06:00 Nick Bright
On 6/7/2018 5:04 PM, Nick Bright wrote:
Greetings,
I've added some dynamic fields to my tickets which come in from email. These match a header in the email, then place that text string into the dynamic field based on the header name. This data is then displayed on the Ticket Information panel.
I would like to take this a step further, and produce a statistics report that would collate how many tickets have each unique string value. The string values are a specific value domain (representing 'referral reason'). Thus I would like to know in statistics, how many tickets were "Reason #1", how many were "Reason #2" and so on (within the framework of the other parameters, such as dates, queues, etc).
So far, I have only been able to find information stating "you can use dynamic fields with stats" and "they just show up", but my fields are not just "showing up".
What further configuration is required to utilize these fields?
Thank you,
Is it simply not possible to use a text field for this purpose, hence no replies?
-- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------
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-- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro@gridshield.net
On 6/12/2018 1:02 PM, Alvaro Cordero wrote:
Hello Nick, it is posible, it should be as simple as creating a new stat of object TicketAccumulation and use your Dynamic Fields as Filters or as Columns. As I said in my OP, no such column filter is available; that's what I'm asking for help with.
I suspect that I've missed a SysConfig parameter somewhere, or something. -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------
What version of OTRS are you using?
As per my experience you just add your Dynamic Field and as soon as it is
used you can find it in stats.
In other forums, there is a mention that some guy was using Article Dynamic
Fields, are you sure you are creating Ticket Dynamic Fields and not other
types of fields.
https://forums.otterhub.org/viewtopic.php?t=19480
Regards.
2018-06-12 13:30 GMT-06:00 Nick Bright
On 6/12/2018 1:02 PM, Alvaro Cordero wrote:
Hello Nick, it is posible, it should be as simple as creating a new stat of object TicketAccumulation and use your Dynamic Fields as Filters or as Columns.
As I said in my OP, no such column filter is available; that's what I'm asking for help with.
I suspect that I've missed a SysConfig parameter somewhere, or something.
-- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------
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-- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro@gridshield.net
On 6/12/2018 2:45 PM, Alvaro Cordero wrote:
What version of OTRS are you using? 3.3. Yes I'm aware it's old.
As per my experience you just add your Dynamic Field and as soon as it is used you can find it in stats. Other fields I've added behaved that way, but they were drop downs.
In other forums, there is a mention that some guy was using Article Dynamic Fields, are you sure you are creating Ticket Dynamic Fields and not other types of fields. Yes, I'm quite certain that they are Ticket Dynamic Fields.
-- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------
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Nick Bright