generating report of standard responses for tickets
Hello there, We are very happy users of OTRS, but we would like to build a report that shows us how popular our "standard responses" are. We are capable of writing SQL queries to get the data out, but I don't see anywhere where we can get the standard response ID that was used to generate a particular email. Does anybody know if this data exists in the database somewhere already, or should I go ahead and patch OTRS itself to store the responseID on the "article" or "ticket" tables? Thanks! Billy
Hi Billy, On Mon, Oct 20, 2003 at 12:26:31PM -0700, Billy L. Williams, Jr. wrote:
We are very happy users of OTRS, but we would like to build a report that shows us how popular our "standard responses" are. We are capable of writing SQL queries to get the data out, but I don't see anywhere where we can get the standard response ID that was used to generate a particular email. Does anybody know if this data exists in the database somewhere already, or should I go ahead and patch OTRS itself to store the responseID on the "article" or "ticket" tables?
This info isn't stored at this moment. You could just parse/check your http access log to get this info.
Billy
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl
Thanks, Martin, that's a good idea. However, I think I'll change my local installation to save the "response_id" field on the "article" table when an agent responds to a ticket since it seems much cleaner that way (we rotate and move our webserver logfiles around). Billy Martin Edenhofer wrote:
Hi Billy,
On Mon, Oct 20, 2003 at 12:26:31PM -0700, Billy L. Williams, Jr. wrote:
We are very happy users of OTRS, but we would like to build a report that shows us how popular our "standard responses" are. We are capable of writing SQL queries to get the data out, but I don't see anywhere where we can get the standard response ID that was used to generate a particular email. Does anybody know if this data exists in the database somewhere already, or should I go ahead and patch OTRS itself to store the responseID on the "article" or "ticket" tables?
This info isn't stored at this moment. You could just parse/check your http access log to get this info.
Billy
Martin
-- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl
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participants (2)
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Billy L. Williams, Jr. -
Martin Edenhofer