Znuny Open Source Ticketsystem

Hello, how can i configure stats to show ticket movement between queues?

Hello, i would like generate reports showing all state changes for each ticket (i.e generating stateUpdate ticket history for each ticket from Stats). is this possible using STATISTICS? what configurations do i need to use (a sample xml export would be nice). If i cant use STATS then how else can i ...

ooh and i had to add the 'MyField' under the sub _SortedAttributes section in Kernel/System/Stats/Dynamic/TicketList.pm before it showed up on the csv

Thanks soo much. It works. :)


Look at Kernel/System/Ticket.pm
look at
sub TicketGet

look for a SQL statement
modify it by appending your field(s) after st.change_by

look below there.
add a line (perhaps after $Ticket{ChangeBy})
like
$Ticket{MyField} = $Row[26];
(if that makes sense).

You ...

anyone there????????!!!!

Hello, developers, i would like to pick some data from my otrs DB and display it in my reports i.e display the value as an attribute in stats.
example;
1st- lets say i've altered my otrs database and added a column 'X' to the existing table 'ticket',
2ndly - lets say i want to add a field (MyField ...

hello otrs'ers, does anyone know how to make the service field mandatory while creating a ticket? I need some help on how to do it. thanx

hello, i've created some stats to extract a listing of closed tickets and their close time but the close time comes out blank. The weired thing is that sometimes it works fine and sometimes it just doesnt show up. Does anyone know why this could be? ....Some help please. Thanx in advance.

crythias wrote:Start here and here.

this is very helpful stuff thanks.

How about you tell us which ones you have no clue about? Obviously named attributes are obvious.



AccountedTime
EscalationDestinationIn
EscalationDestinationTime
EscalationDestinationDate
EscalationTimeWorkingTime
EscalationTime
FirstResponse
FirstResponseInMin
FirstResponseDiffInMin ...

When creating a stat template, otrs has all these attributes that can be dispalyed, Is there some place i can find out what each of them means (or does) exactly? (some of them seem obvious from the naming but some are confusing .... i just want some clarity).... (TIP: you dont have to tell me all ...

hello all,
When i am generating reports (in the statistics section) , is there a way to extract for how long a ticket was suspended? (i.e time a ticket spent in a suspended state ). How can i go about this

hello;
am not receiving escalation emails for both queue and sla
i configured the Generic.pm,calender and queues
the ticket escalates but doesn't send emails
thanks

hello every One,
am trying to generate reports on escalated tickets but all the results generated are Zeros ...... Can some one please tell me how this should be done ...step by step coz maybe am not doing it the right way ...

cd /opt/otrs/Kernel/System
grep -sir "escalationnotifybefore" *

Result:
GenericAgent/NotifyAgentGroupWithWritePermission.pm: $EscalationType = 'EscalationNotifyBefore';
GenericAgent/NotifyAgentGroupOfCustomQueue.pm: $EscalationType = 'EscalationNotifyBefore';

The reason why i'm interested in ...

hey guys,
where can i find then files with codes responsible for "Agent::EscalationNotifyBefore" ?

as you might have a lot of old backup files in the OTRS main directory from your tries please delete these first.
i delete all the files as soon as i'v tried. the only babckup i'v left is the only one that ever worked when i had just setup otrs and its only 54mb ...thats all i have about 26gb ...

jojo wrote:well, than get more space

can the backup files of an otrs (which is not yet even in service) be over 25GB? ..... coz when i left it backing up, it consumed 25gb and it hadnt yet even finished backing up....itwas still going!!!!!! but server had only 30gb and everything else started to stall!!!

jojo wrote:as I already said don't use a subdirectory of /opt/otrs as target directory for the backup!

yes jojo, i followed your advice .... i'm already using /usr/otrs_backup (i hope its fine, is it?) to back up my otrs. the backup just keeps on goes on until i run out of storage space on the server.

crythias wrote:Problem with tar. One solution: adjust backup.pl tar to ignore it.

hey, i think this might work but do have any ideas which files to exclude? i have tried to exclude the files under the var directory but i still have the same issue.


#newbie

jojo wrote:the backup directory should not be in the /opt/otrs directory as this directory will be backuped (this causes the error message)

so try -d someotherbackupdirectory

ok this is weired i've done "./backup.pl -d /opt/Mybackups" ....guess wat,.....same stuff aaaargh!!!

jojo wrote:please show exactly the command and the way you are running this command

This is the command i am running ...tell me if its not the right one " ./backup.pl -d /opt/otrs/backup"

jojo wrote:backup.pl will terminyte if run without htis option

No luck, i've tried to specify the options but it still gives me the same error ..... .... the weired thing is the first time i ever tried to back up it worked fine ......

jojo wrote:which directory are you using for the -d flag?

i didnt specify it ...i just run "backup.pl -d" without specifying a directory

hello guys,
whenever i create a ticket i get a "TriggerEscalationStopEvents called for ArticleCreate" error in the system logs. Does anyone know what causes such an error?
and could it be one of the reasons for my escalation notification problems?



<newbie>

jojo wrote:please show

- your backup command including parameters
- your OTRS Home directory

i just run the backup.pl script. (see the script attached)
my home directory is "/opt/otrs/"

Hello everyone,
I'm trying to back my otrs before i do some major changes to it. Each time i run backup.pl it backs up conifgs, database and when it gets to Apllications it says
'file changed as we read it'. Some one please help me solve this. thankx in advance.

jojo wrote:does the agent have the queue of the ticket in "My Queues"

yes they are in my queue

jojo wrote:do you have a warning level configured per Escalation?

Yes, it is configured per Escalation ...(i.e supposed to notify for each escalation).

jojo wrote:check if your cronjobs are running

I've checked it. Its running.

Hi once again. My escalation notify before is not working even after making changes to generic-agent.pm.
Does anyone know how i can solve this? .. FYI ...i am a newbie!!!!!!!



generic-agent.pm looks like this after uncommenting these lines

use vars qw($VERSION @ISA @EXPORT %Jobs);
require ...

thanx. I have seen it.

Hi guys
How do i attached config items to customers?
i.e customer<->config items