New subject: Statistic extensions (considering TimeWorkingHours)

18 Jun 2007

      Hi Alex,
I'm sorry to bother you once again.

I'm trying to figure out what exactly your stats mean:
I guess they report every state change to a given state:

i.e.: I'm interested in knowing the time needed to close a ticket, so I 
created a new State_Changes_Specific report, which shows all "closed 
succesfully" tickets.

That's the report generated in a test environment

      State_Changes_Specific 2007-05 closed successful stampato da Admin 
OTRS (root@localhost) 18/06/2007 06:53:11
      next state  Ticket#  Customer#  24hdiff  Servicediff
      pending reminder  2007051710000035 FATER  0.01 0.02
      open 2007051710000035 FATER 0.02 0.03
      open 2007051510000128 ecohmedia 0.03 0.03
      open 2007051610000055  0.10 0,10
      open 2007051610000055  17.33 6.93

What I realised, is that each row represents a ticket closing, right?

What I can't understand very well, is:
- next state: what does it exactly mean? maybe the previous state before the 
closing?
- 24hdiff & Servicediff: what time interval does it refer to? and in what 
time unit?days?

Thank you for your patience :P

Gabriele

----- Original Message ----- 
From: "Alexander Scholler" 
To: "User questions and discussions about OTRS.org" 
Sent: Monday, June 18, 2007 8:20 AM
Subject: Re: [otrs] Statistic extensions (considering TimeWorkingHours)

Hi Gabriele,

24hdiff is the time-gap calculated with 24h a day.
Servicediff is the time-gap calculated only within the Service-hours.

Bye, Alex

Gabriele D'Andrea schrieb:
...
Hi Alex,
I've made the changes you suggested and now it works.
However, I've not understood what the stats exctly mean:
what are 24hdiff and Servicediff?
Gabriele
----- Original Message ----- From: "Gabriele D'Andrea"

To: "User questions and discussions about OTRS.org" 
Sent: Saturday, June 16, 2007 2:46 PM
Subject: Re: [otrs] Statistic extensions (considering TimeWorkingHours)
...
Hi Alex,
Thank you for your help, I'll give ti a try as soon as i come back to
work
Gabriele
----- Original Message ----- From: "Alexander Scholler"

To: "User questions and discussions about OTRS.org" 
Sent: Thursday, June 14, 2007 7:51 AM
Subject: Re: [otrs] Statistic extensions (considering TimeWorkingHours)
Hi Gariele,
Gabriele D'Andrea schrieb:
...
Hi, I tried the modules you have developed:
I updated the file ~/Kernel/Config/Files/Ticket.xml, inseting the
code for Ticket::StatsOwn4 and Ticket::StatsOwn5 at the end of file ,
just over 
Then I put the files State_Changes.pm and State_Changes_Specific.pm
in the directory ~/Kernel/System/Stats/
 But I can't see any changes!
 Have I done something wrong?
Can you please explain better what your modules should do?
 Thank you
Gabriele
The steps you did are necessary for OTRS v2.0.x
In OTRS v2.1, there are some (good) changes in applying
statistic-extensions.
The *.pm-extension-files (e.g. State_Changes.pm) must be stored in
~otrs/Kernel/Systems/Stats/Static/.
(remember to change the package-name within the file!).
Then, create a new statistic within the GUI.
Instead of using the dynamic object "ticket", you now can choose the
extension-file.
You new statistic is available directly after processing the 1st of the
indicated 4 steps (you need all the 4 steps only for the dynamic object).
If you have problems, please desribe them very specific.
Bye, Alex
...
Alexander Scholler wrote:
Wed, 17 May 2006 01:17:21 -0700
Hi all,
often discussed on the lists (english as well as german): the
availability of statistic extensions on OTRS.
I now wrote some extensions posted in this mail.
This is the approach I followed:
1) Basically I had to understand the DB-schema
ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.0-database.png
2) Then I did some pure SQL statistic analysis within OpenOffice Base
with JDBC-bridge to the MySQL-DB (note: this Base-DB can be used
excellently under Windows and Linux! - try this with M$-Office).
2a) The problem is that TimeDifferences (eg. how long did it takes to
act on a new ticket) are always calculated hard, meaning
"DateWhenActing minus DateWhenNew" is not really a good measurement
because the support time of the service desk team is not considered.
The gap in seconds within the support time (defined in
TimeWorkingHours and others on OTRS) can be calculated within OTRS
through Kernel::System::Time->WorkingHours, see
http://dev.otrs.org/2.0/Kernel/System/Time.html#item_workingtime
(sorry for that syntax, I'm not a perl expert).
So I had to bring my Base-SQL-statements into the OTRS statistic
framework to use the time-function provided by OTRS.
2b) I took ~/Kernel/Systems/Stats/* as templates and created my own
extensions.
Some of them are attached to this mail.
You have to copy the *.pm-Files to the proper location and extend
your ~/Kernel/Config/Files/Ticket.xml (to let OTRS know that there
are extensions).
Would you please give me feedback
* if the SQL-statements are correct
* if the work I've done follows the right way
I think many of you have waited for the statistics I provide. If you
extend my statistics, please also publish your work done. Consider
that changes you make to statistics don't affect if UseResultCache =
1. WriteCache on State_Changes_Specific.pm could be applied due to
the logic, but cache-distinction upon different selected states is
not supplied by OTRS (it only considers Month and Year).
Sorry about the german/english-mix used within the files.
Now, some questions coming up during my work:
I) In Status_Changes.pm the code does
 * make the sql-query
 * calculate time within support time
 * does some data-grouping through perl
The problem is that I had to expensively (for me!) code the
data-grouping in perl. MySQL could do this job much better and more
efficient. But how can the WorkingHours-function of OTRS be brought
to MySQL? Ia) by writing an MySQL stored-procedure/function, first
available on v5.0. The problem with this approach is that the
service-time must be maintained in OTRS and in the MySQL-function =>
this could be done in further OTRS version through OTRS itself with
it's DB-access. Ib) by giving the modified time data from OTRS back
to MySQL. Out of OTRS a temporary table could be created which would
be filled with the modified time data through OTRS. Data-analyses
(e.g. grouping) could be done on this table.
What do you think about these approaches?
II) I wanted to do some modification over all statistics.
So I edited ~/Kernel/Modul/SystemStats.pm. But I couldn't notice any
output-changes upon code changes (beside wrong syntax: this was
reported by an error). Where or how must the statistic output module
be edited?
Bye, Alex
State_Changes.pm
Description: Perl program
 State_Changes_Specific.pm
Description: Perl program
    <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn4" Required="0"
Valid="1">
        <Description Lang="en">duration of states</Description>
        <Description Lang="de">Dauer der Stati</Description>
        <Group>Ticket</Group>
        <SubGroup>Core::Stats</SubGroup>
        <Setting>
            <Hash>
                <Item Key="Name">Status-Verweildauer</Item>
                <Item
Key="Module">Kernel::System::Stats::State_Changes</Item>
                <Item Key="Desc">Gibt an, wie lange die einzelnen Stati
bestehen bleiben. Es werden alle Stati betrachtet, die innerhalb des
gewuenschten Zeitraumes beendet wurden.</Item>
                <Item Key="UseResultCache">1</Item>
                <Item Key="Output">
                    <Array>
                        <Item>Print</Item>
                        <Item>CSV</Item>
                    </Array>
                </Item>
                <Item Key="OutputDefault">Print</Item>
            </Hash>
        </Setting>
    </ConfigItem>
    <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn5" Required="0"
Valid="1">
        <Description Lang="en">duration of specific state</Description>
        <Description Lang="de">Dauer eines speziellen
Status</Description>
        <Group>Ticket</Group>
        <SubGroup>Core::Stats</SubGroup>
        <Setting>
            <Hash>
                <Item Key="Name">Status-Verweildauer (spezifische
Einzelbetrachtung)</Item>
                <Item
Key="Module">Kernel::System::Stats::State_Changes_Specific</Item>
                <Item Key="Desc">Zeigt alle Verweildauern des
ausgewÃ¤hlten
Status a. (Status muss im ausgewaehlten Monat abgeschlossen worden
sein.</Item>
                <Item Key="UseResultCache">0</Item>
                <Item Key="Output">
                    <Array>
                        <Item>Print</Item>
                        <Item>CSV</Item>
                    </Array>
                </Item>
                <Item Key="OutputDefault">Print</Item>
            </Hash>
        </Setting>
    </ConfigItem>
------------------------------------------------------------------------
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Hi Gariele,
Gabriele D'Andrea schrieb:
...
Hi, I tried the modules you have developed:
I updated the file ~/Kernel/Config/Files/Ticket.xml, inseting the
code for Ticket::StatsOwn4 and Ticket::StatsOwn5 at the end of file ,
just over 
Then I put the files State_Changes.pm and State_Changes_Specific.pm
in the directory ~/Kernel/System/Stats/
 But I can't see any changes!
 Have I done something wrong?
Can you please explain better what your modules should do?
 Thank you
Gabriele
The steps you did are necessary for OTRS v2.0.x
In OTRS v2.1, there are some (good) changes in applying
statistic-extensions.
The *.pm-extension-files (e.g. State_Changes.pm) must be stored in
~otrs/Kernel/Systems/Stats/Static/.
(remember to change the package-name within the file!).
Then, create a new statistic within the GUI.
Instead of using the dynamic object "ticket", you now can choose the
extension-file.
You new statistic is available directly after processing the 1st of the
indicated 4 steps (you need all the 4 steps only for the dynamic object).
If you have problems, please desribe them very specific.
Bye, Alex
...
Alexander Scholler wrote:
Wed, 17 May 2006 01:17:21 -0700
Hi all,
often discussed on the lists (english as well as german): the
availability of statistic extensions on OTRS.
I now wrote some extensions posted in this mail.
This is the approach I followed:
1) Basically I had to understand the DB-schema
ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.0-database.png
2) Then I did some pure SQL statistic analysis within OpenOffice Base
with JDBC-bridge to the MySQL-DB (note: this Base-DB can be used
excellently under Windows and Linux! - try this with M$-Office).
2a) The problem is that TimeDifferences (eg. how long did it takes to
act on a new ticket) are always calculated hard, meaning
"DateWhenActing minus DateWhenNew" is not really a good measurement
because the support time of the service desk team is not considered.
The gap in seconds within the support time (defined in
TimeWorkingHours and others on OTRS) can be calculated within OTRS
through Kernel::System::Time->WorkingHours, see
http://dev.otrs.org/2.0/Kernel/System/Time.html#item_workingtime
(sorry for that syntax, I'm not a perl expert).
So I had to bring my Base-SQL-statements into the OTRS statistic
framework to use the time-function provided by OTRS.
2b) I took ~/Kernel/Systems/Stats/* as templates and created my own
extensions.
Some of them are attached to this mail.
You have to copy the *.pm-Files to the proper location and extend
your ~/Kernel/Config/Files/Ticket.xml (to let OTRS know that there
are extensions).
Would you please give me feedback
* if the SQL-statements are correct
* if the work I've done follows the right way
I think many of you have waited for the statistics I provide. If you
extend my statistics, please also publish your work done. Consider
that changes you make to statistics don't affect if UseResultCache =
1. WriteCache on State_Changes_Specific.pm could be applied due to
the logic, but cache-distinction upon different selected states is
not supplied by OTRS (it only considers Month and Year).
Sorry about the german/english-mix used within the files.
Now, some questions coming up during my work:
I) In Status_Changes.pm the code does
 * make the sql-query
 * calculate time within support time
 * does some data-grouping through perl
The problem is that I had to expensively (for me!) code the
data-grouping in perl. MySQL could do this job much better and more
efficient. But how can the WorkingHours-function of OTRS be brought
to MySQL? Ia) by writing an MySQL stored-procedure/function, first
available on v5.0. The problem with this approach is that the
service-time must be maintained in OTRS and in the MySQL-function =>
this could be done in further OTRS version through OTRS itself with
it's DB-access. Ib) by giving the modified time data from OTRS back
to MySQL. Out of OTRS a temporary table could be created which would
be filled with the modified time data through OTRS. Data-analyses
(e.g. grouping) could be done on this table.
What do you think about these approaches?
II) I wanted to do some modification over all statistics.
So I edited ~/Kernel/Modul/SystemStats.pm. But I couldn't notice any
output-changes upon code changes (beside wrong syntax: this was
reported by an error). Where or how must the statistic output module
be edited?
Bye, Alex
State_Changes.pm
Description: Perl program
 State_Changes_Specific.pm
Description: Perl program
    <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn4" Required="0"
Valid="1">
        <Description Lang="en">duration of states</Description>
        <Description Lang="de">Dauer der Stati</Description>
        <Group>Ticket</Group>
        <SubGroup>Core::Stats</SubGroup>
        <Setting>

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To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
=> http://www.otrs.com/
...
<Item Key="Name">Status-Verweildauer</Item>
                <Item
Key="Module">Kernel::System::Stats::State_Changes</Item>
                <Item Key="Desc">Gibt an, wie lange die einzelnen Stati
bestehen bleiben. Es werden alle Stati betrachtet, die innerhalb des
gewuenschten Zeitraumes beendet wurden.</Item>
                <Item Key="UseResultCache">1</Item>
                <Item Key="Output">
                    <Array>
                        <Item>Print</Item>
                        <Item>CSV</Item>
                    </Array>
                </Item>
                <Item Key="OutputDefault">Print</Item>
            </Hash>
        </Setting>
    </ConfigItem>
    <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn5" Required="0"
Valid="1">
        <Description Lang="en">duration of specific state</Description>
        <Description Lang="de">Dauer eines speziellen
Status</Description>
        <Group>Ticket</Group>
        <SubGroup>Core::Stats</SubGroup>
        <Setting>
            <Hash>
                <Item Key="Name">Status-Verweildauer (spezifische
Einzelbetrachtung)</Item>
                <Item
Key="Module">Kernel::System::Stats::State_Changes_Specific</Item>
                <Item Key="Desc">Zeigt alle Verweildauern des
ausgewÃ¤hlten
Status a. (Status muss im ausgewaehlten Monat abgeschlossen worden
sein.</Item>
                <Item Key="UseResultCache">0</Item>
                <Item Key="Output">
                    <Array>
                        <Item>Print</Item>
                        <Item>CSV</Item>
                    </Array>
                </Item>
                <Item Key="OutputDefault">Print</Item>
            </Hash>
        </Setting>
    </ConfigItem>
------------------------------------------------------------------------
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Hi Gariele,
Gabriele D'Andrea schrieb:
...
Hi, I tried the modules you have developed:
I updated the file ~/Kernel/Config/Files/Ticket.xml, inseting the
code for Ticket::StatsOwn4 and Ticket::StatsOwn5 at the end of file ,
just over 
Then I put the files State_Changes.pm and State_Changes_Specific.pm
in the directory ~/Kernel/System/Stats/
 But I can't see any changes!
 Have I done something wrong?
Can you please explain better what your modules should do?
 Thank you
Gabriele
The steps you did are necessary for OTRS v2.0.x
In OTRS v2.1, there are some (good) changes in applying
statistic-extensions.
The *.pm-extension-files (e.g. State_Changes.pm) must be stored in
~otrs/Kernel/Systems/Stats/Static/.
(remember to change the package-name within the file!).
Then, create a new statistic within the GUI.
Instead of using the dynamic object "ticket", you now can choose the
extension-file.
You new statistic is available directly after processing the 1st of the
indicated 4 steps (you need all the 4 steps only for the dynamic object).
If you have problems, please desribe them very specific.
Bye, Alex
...
Alexander Scholler wrote:
Wed, 17 May 2006 01:17:21 -0700
Hi all,
often discussed on the lists (english as well as german): the
availability of statistic extensions on OTRS.
I now wrote some extensions posted in this mail.
This is the approach I followed:
1) Basically I had to understand the DB-schema
ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.0-database.png
2) Then I did some pure SQL statistic analysis within OpenOffice Base
with JDBC-bridge to the MySQL-DB (note: this Base-DB can be used
excellently under Windows and Linux! - try this with M$-Office).
2a) The problem is that TimeDifferences (eg. how long did it takes to
act on a new ticket) are always calculated hard, meaning
"DateWhenActing minus DateWhenNew" is not really a good measurement
because the support time of the service desk team is not considered.
The gap in seconds within the support time (defined in
TimeWorkingHours and others on OTRS) can be calculated within OTRS
through Kernel::System::Time->WorkingHours, see
http://dev.otrs.org/2.0/Kernel/System/Time.html#item_workingtime
(sorry for that syntax, I'm not a perl expert).
So I had to bring my Base-SQL-statements into the OTRS statistic
framework to use the time-function provided by OTRS.
2b) I took ~/Kernel/Systems/Stats/* as templates and created my own
extensions.
Some of them are attached to this mail.
You have to copy the *.pm-Files to the proper location and extend
your ~/Kernel/Config/Files/Ticket.xml (to let OTRS know that there
are extensions).
Would you please give me feedback
* if the SQL-statements are correct
* if the work I've done follows the right way
I think many of you have waited for the statistics I provide. If you
extend my statistics, please also publish your work done. Consider
that changes you make to statistics don't affect if UseResultCache =
1. WriteCache on State_Changes_Specific.pm could be applied due to
the logic, but cache-distinction upon different selected states is
not supplied by OTRS (it only considers Month and Year).
Sorry about the german/english-mix used within the files.
Now, some questions coming up during my work:
I) In Status_Changes.pm the code does
 * make the sql-query
 * calculate time within support time
 * does some data-grouping through perl
The problem is that I had to expensively (for me!) code the
data-grouping in perl. MySQL could do this job much better and more
efficient. But how can the WorkingHours-function of OTRS be brought
to MySQL? Ia) by writing an MySQL stored-procedure/function, first
available on v5.0. The problem with this approach is that the
service-time must be maintained in OTRS and in the MySQL-function =>
this could be done in further OTRS version through OTRS itself with
it's DB-access. Ib) by giving the modified time data from OTRS back
to MySQL. Out of OTRS a temporary table could be created which would
be filled with the modified time data through OTRS. Data-analyses
(e.g. grouping) could be done on this table.
What do you think about these approaches?
II) I wanted to do some modification over all statistics.
So I edited ~/Kernel/Modul/SystemStats.pm. But I couldn't notice any
output-changes upon code changes (beside wrong syntax: this was
reported by an error). Where or how must the statistic output module
be edited?
Bye, Alex
State_Changes.pm
Description: Perl program
 State_Changes_Specific.pm
Description: Perl program
    <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn4" Required="0"
Valid="1">
        <Description Lang="en">duration of states</Description>
        <Description Lang="de">Dauer der Stati</Description>
        <Group>Ticket</Group>
        <SubGroup>Core::Stats</SubGroup>
        <Setting>

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Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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=http://www.otrs.com/
/Array>
...
...
...
</Item>
                <Item Key="OutputDefault">Print</Item>
            </Hash>
        </Setting>
    </ConfigItem>
    <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn5" Required="0"
Valid="1">
        <Description Lang="en">duration of specific state</Description>
        <Description Lang="de">Dauer eines speziellen
Status</Description>
        <Group>Ticket</Group>
        <SubGroup>Core::Stats</SubGroup>
        <Setting>
            <Hash>
                <Item Key="Name">Status-Verweildauer (spezifische
Einzelbetrachtung)</Item>
                <Item
Key="Module">Kernel::System::Stats::State_Changes_Specific</Item>
                <Item Key="Desc">Zeigt alle Verweildauern des
ausgewÃ¤hlten
Status a. (Status muss im ausgewaehlten Monat abgeschlossen worden
sein.</Item>
                <Item Key="UseResultCache">0</Item>
                <Item Key="Output">
                    <Array>
                        <Item>Print</Item>
                        <Item>CSV</Item>
                    </Array>
                </Item>
                <Item Key="OutputDefault">Print</Item>
            </Hash>
        </Setting>
    </ConfigItem>
------------------------------------------------------------------------
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Hi Gariele,
Gabriele D'Andrea schrieb:
...
Hi, I tried the modules you have developed:
I updated the file ~/Kernel/Config/Files/Ticket.xml, inseting the
code for Ticket::StatsOwn4 and Ticket::StatsOwn5 at the end of file ,
just over 
Then I put the files State_Changes.pm and State_Changes_Specific.pm
in the directory ~/Kernel/System/Stats/
 But I can't see any changes!
 Have I done something wrong?
Can you please explain better what your modules should do?
 Thank you
Gabriele
The steps you did are necessary for OTRS v2.0.x
In OTRS v2.1, there are some (good) changes in applying
statistic-extensions.
The *.pm-extension-files (e.g. State_Changes.pm) must be stored in
~otrs/Kernel/Systems/Stats/Static/.
(remember to change the package-name within the file!).
Then, create a new statistic within the GUI.
Instead of using the dynamic object "ticket", you now can choose the
extension-file.
You new statistic is available directly after processing the 1st of the
indicated 4 steps (you need all the 4 steps only for the dynamic object).
If you have problems, please desribe them very specific.
Bye, Alex
...
Alexander Scholler wrote:
Wed, 17 May 2006 01:17:21 -0700
Hi all,
often discussed on the lists (english as well as german): the
availability of statistic extensions on OTRS.
I now wrote some extensions posted in this mail.
This is the approach I followed:
1) Basically I had to understand the DB-schema
ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.0-database.png
2) Then I did some pure SQL statistic analysis within OpenOffice Base
with JDBC-bridge to the MySQL-DB (note: this Base-DB can be used
excellently under Windows and Linux! - try this with M$-Office).
2a) The problem is that TimeDifferences (eg. how long did it takes to
act on a new ticket) are always calculated hard, meaning
"DateWhenActing minus DateWhenNew" is not really a good measurement
because the support time of the service desk team is not considered.
The gap in seconds within the support time (defined in
TimeWorkingHours and others on OTRS) can be calculated within OTRS
through Kernel::System::Time->WorkingHours, see
http://dev.otrs.org/2.0/Kernel/System/Time.html#item_workingtime
(sorry for that syntax, I'm not a perl expert).
So I had to bring my Base-SQL-statements into the OTRS statistic
framework to use the time-function provided by OTRS.
2b) I took ~/Kernel/Systems/Stats/* as templates and created my own
extensions.
Some of them are attached to this mail.
You have to copy the *.pm-Files to the proper location and extend
your ~/Kernel/Config/Files/Ticket.xml (to let OTRS

Re: [otrs] Statistic extensions (considering TimeWorkingHours)

Gabriele D'Andrea

Alexander Scholler

Gabriele D'Andrea

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participants (2)