Use of templates

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Re: [otrs] Customer Notification...

Ralf Hildebrandt

8 Apr 2016 8 Apr '16

12:49 p.m.

We're having a lot of templates for answers and the like. Is there any way of finding out how often a template was actively used by the agents? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt@charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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Florian Edlhuber

9 Apr 9 Apr

6:38 a.m.

Hi Ralf, 08.04.2016 14:58 - Ralf Hildebrandt schrieb:

...

We're having a lot of templates for answers and the like. Is there any way of finding out how often a template was actively used by the agents?

In OTRS 3 there was a Add On from OTRS AG available. It was a add on for the stats. But for the Version 5 I don't know this function or a add on available. regards Florian

Jens Bothe

7:18 a.m.

Hi, Yes there IS an history entry showing the number of usages Jens Bothe Sent from mobile/cell

...

Am 09.04.2016 um 08:38 schrieb Florian Edlhuber :

Hi Ralf,

08.04.2016 14:58 - Ralf Hildebrandt schrieb:

...
We're having a lot of templates for answers and the like. Is there any way of finding out how often a template was actively used by the agents? In OTRS 3 there was a Add On from OTRS AG available. It was a add on for the stats. But for the Version 5 I don't know this function or a add on available.

regards Florian --------------------------------------------------------------------- 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

Jens Bothe

7:55 a.m.

der sieht dann so aus: ResponseTemplate (1/306824/307048) Ich hatte mal eine SQL Abfrage dafür gebaut: select count(sr.name), sr.name from ticket_history as th, standard_response as sr where th.name like 'ResponseTemplate%' and sr.id = LEFT(TRIM(LEADING 'ResponseTemplate (' FROMth.name),LOCATE('/',TRIM(LEADING 'ResponseTemplate (' FROM th.name))-1) and DATE_SUB(CURDATE(),INTERVAL 60 DAY) <= th.create_time group by sr.name order by sr.id; In neueren OTRS Versionen ist die Tabelle standard_response umbenannt worden in standard_template Cheers Jens 2016-04-09 9:18 GMT+02:00 Jens Bothe :

...

Hi,

Yes there IS an history entry showing the number of usages

Jens Bothe Sent from mobile/cell

Am 09.04.2016 um 08:38 schrieb Florian Edlhuber :

Hi Ralf,

08.04.2016 14:58 - Ralf Hildebrandt schrieb:

...
We're having a lot of templates for answers and the like. Is there any way of finding out how often a template was actively used by the agents?

In OTRS 3 there was a Add On from OTRS AG available. It was a add on for the stats. But for the Version 5 I don't know this function or a add on available.

regards Florian

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Sujeeva Tissaarachchi

11 Apr 11 Apr

3:31 a.m.

Hi Florian, Version 5 is embedded with Template ability. No needof additional add on. Please refer to Admin Doc. For the initial question, I don't think there is a way of finding how oftentemplates are used by agents. Best Regards, Sujeeva Tissaarachchi From: Jens Bothe To: User questions and discussions about OTRS. Sent: Saturday, 9 April 2016, 12:48 Subject: Re: [otrs] Use of templates Hi, Yes there IS an history entry showing the number of usages Jens BotheSent from mobile/cell Am 09.04.2016 um 08:38 schrieb Florian Edlhuber : Hi Ralf, 08.04.2016 14:58 - Ralf Hildebrandt schrieb:

...

We're having a lot of templates for answers and the like. Is there any way of finding out how often a template was actively used by the agents?In OTRS 3 there was a Add On from OTRS AG available. It was a add on for the stats. But for the Version 5 I don't know this function or a add on available.

regards Florian --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

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Florian Edlhuber
Jens Bothe
Ralf Hildebrandt
Sujeeva Tissaarachchi

Use of templates

Ralf Hildebrandt

Florian Edlhuber

Jens Bothe

Jens Bothe

Sujeeva Tissaarachchi

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