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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