Dear all, During the greater part of this year I've been developing a statistics module for OTRS (and Hostnet). Attached you'll find a zip file with the final result. See the README file within for further installation details, requirements, etc. etc. The script is able to produce the following ticket statistics, aggregated on a per-day or per-week basis, between specified dates and in specified queues. The output can be selected as well; graphs, CSV and HTML (tables) are supported. Maybe it'll be of use to some of you ;-) . - Number of new tickets (total/calls/e-mails) - Workload (number of calls, in- and outgoing e-mails) efficiency: - E-mail time calculations: Open time Reply time Resolution time efficacy: - Average number of follow-ups/replies per ticket - Number of first time fixes Best regards (and happy holidays), Edgar Meij Hostnet BV Singel 106 1015 AD Amsterdam The Netherlands helpdesk website: http://www.hostnet.nl/helpdesk helpdesk : helpdesk@hostnet.nl tel : 020 // 7500 811 fax : 020 // 7500 825 sales : sales@hostnet.nl administratie : admin@hostnet.nl
Hi, I have tried it , but for all my queues it gives, this standard message:- Error, No tickets created in Queues: STORAGE/Backup/Restore/Archive/Quota, between 01-07-2005 and 31-07-2005 Any help. Thanks Ravi Ahuja Edgar Meij - Hostnet Helpdesk wrote:
Dear all,
During the greater part of this year I've been developing a statistics module for OTRS (and Hostnet). Attached you'll find a zip file with the final result. See the README file within for further installation details, requirements, etc. etc.
The script is able to produce the following ticket statistics, aggregated on a per-day or per-week basis, between specified dates and in specified queues. The output can be selected as well; graphs, CSV and HTML (tables) are supported. Maybe it'll be of use to some of you ;-) .
- Number of new tickets (total/calls/e-mails) - Workload (number of calls, in- and outgoing e-mails)
efficiency: - E-mail time calculations: Open time Reply time Resolution time
efficacy: - Average number of follow-ups/replies per ticket - Number of first time fixes
Best regards (and happy holidays),
Edgar Meij
Hostnet BV Singel 106 1015 AD Amsterdam The Netherlands
helpdesk website: http://www.hostnet.nl/helpdesk helpdesk : helpdesk@hostnet.nl tel : 020 // 7500 811 fax : 020 // 7500 825 sales : sales@hostnet.nl administratie : admin@hostnet.nl
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Hi Ravi,
Can you try running a MySQL query and post the results:
Hi Edgar, It gives me following o/p:- mysql> SELECT COUNT(DISTINCT(ticket_id)) FROM ticket_history WHERE history_type_id=1 AND create_time BETWEEN '2005-07-01' AND '2005-07-31' + INTERVAL 1 DAY; +----------------------------+ | COUNT(DISTINCT(ticket_id)) | +----------------------------+ | 2547 | +----------------------------+ 1 row in set (0.41 sec) We are using version otrs version 1.3.2. Regards Ravi Ahuja Edgar Meij wrote:
Hi Ravi,
Can you try running a MySQL query and post the results:
USE otrs
SELECT COUNT(DISTINCT(ticket_id)) FROM ticket_history WHERE history_type_id=1 AND create_time BETWEEN '2004-07-01' AND '2004-07-31' + INTERVAL 1 DAY;
Which version of OTRS are you using btw? You can also try and select no queues. The script will then simply use all tickets.
regards,
Edgar Meij
Ravi, Were there any tickets *created* in this queue, or moved there later? If the latter is the case they won't show up (see README). What's the result when you select no queues? regards, Edgar -- 'An approximate answer to the right question is worth a great deal more than a precise answer to the wrong question'
Hi, Not for all the tickest, but few tickets were moved from one queue to another. When i select no queues, it do show me total no of new tickets, but it doesn't show queue wise ? Ravi Edgar Meij wrote:
Ravi,
Were there any tickets *created* in this queue, or moved there later? If the latter is the case they won't show up (see README). What's the result when you select no queues?
regards,
Edgar
Then u should select table as export with no queues selected and find
out in which queues tickets get created...
Edgar
On 8/10/05, Ravi AHUJA
Hi,
Not for all the tickest, but few tickets were moved from one queue to another.
When i select no queues, it do show me total no of new tickets, but it doesn't show queue wise ?
Ravi
Edgar Meij wrote:
Ravi,
Were there any tickets *created* in this queue, or moved there later? If the latter is the case they won't show up (see README). What's the result when you select no queues?
regards,
Edgar
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-- 'An approximate answer to the right question is worth a great deal more than a precise answer to the wrong question'
Hello Folks We're on 1.2 still but works wonderfully. Never crashes, absolutely reliable. Odd problem, when replying to customers, somehow we have an extra ' /' suddenly appear. Like this: Dear Crossley Tim \, Thank you for your request. . . . Where could this have originated from? Thanks in advance Rajendrakumar Varsani BSc (Hons) Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.
Also, As I have your attention ; ) Why DO the names appear Surname first and how do I rectify this so it is {firstname} {surname}? Dear Crossley Tim, -------- --- Thank you for your request. . . . Thanks in advance Rajendrakumar Varsani BSc (Hons) Department for Environment, Food and Rural Affairs (Defra) Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.
participants (4)
-
Edgar Meij -
Edgar Meij - Hostnet Helpdesk -
Ravi AHUJA -
Varsani, Rajendrakumar (PSD)