Is there any way within OTRS (we are using v3 currently) that would allow statistics/reporting based on a field restriction in the Customer Information? For example, part of the Customer Information being brought in from LDAP is a location value (text). I'd like to report the number of tickets opened for a specific location value, across all customers. -- ----------------------------------------------- - 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 - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.
Hi, The only fields that OTRS stores from an LDAP customer are customer_user_id and customer_id, both mapped from your LDAP information in the Config.pm file. What you could do is edit your mapping and make sure location value is mapped against customer_id. Unfortunately this will only affect the tickets created once the change occurs. To affect tickets from the past, you might want to update the customer_id columns of your ticket table.
You can enable some Dynamic Fields to store information from customer and
then use that information to generate statistics.
http://stephan14x.evidente.de/?p=80
Regards
2016-05-06 12:56 GMT-06:00 Nick Bright
Is there any way within OTRS (we are using v3 currently) that would allow statistics/reporting based on a field restriction in the Customer Information?
For example, part of the Customer Information being brought in from LDAP is a location value (text). I'd like to report the number of tickets opened for a specific location value, across all customers.
-- ----------------------------------------------- - 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 - -----------------------------------------------
This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.
--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
-- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro@gridshield.net
participants (3)
-
Alvaro Cordero -
Leonardo Certuche -
Nick Bright