Hi Friends,
I was trying to use the ITSMTicketFirstLevelSolutionRate for report related to couple of queues. However, I noticed that customer webrequest tickets do not count. Can any one give me an idea how I can get customer web request tickets also counted for this?
Thanks,
Sujeeva
ITSMTicketFirstLevelSolutionRate
Moderator: crythias
-
- Znuny newbie
- Posts: 46
- Joined: 23 Jul 2012, 13:17
- Znuny Version: 5.0.8
- Real Name: Sujeeva Tissaarachchi
- Company: SEwBP International
- Location: Australia
- Contact:
ITSMTicketFirstLevelSolutionRate
Best Regards,
Sujeeva Tissaarachchi
Sujeeva Tissaarachchi
-
- Znuny newbie
- Posts: 46
- Joined: 23 Jul 2012, 13:17
- Znuny Version: 5.0.8
- Real Name: Sujeeva Tissaarachchi
- Company: SEwBP International
- Location: Australia
- Contact:
Re: ITSMTicketFirstLevelSolutionRate
Hi Friends,
I understand there is some thing to do with below code:
ITSMTicketFirstLevelSolutionRate.pm
I have added below code, but there is no change:
# first article is customer web request
if ( $ArticleDataList->[0]->{ArticleTypeID} eq $Self->{webrequestTypeID} ) {
if ( !$ArticleDataList->[0] ) {
$FirstLevelSolutionTickets++;
next TICKETID;
}
}
I understand there is some thing to do with below code:
ITSMTicketFirstLevelSolutionRate.pm
I have added below code, but there is no change:
# first article is customer web request
if ( $ArticleDataList->[0]->{ArticleTypeID} eq $Self->{webrequestTypeID} ) {
if ( !$ArticleDataList->[0] ) {
$FirstLevelSolutionTickets++;
next TICKETID;
}
}
Best Regards,
Sujeeva Tissaarachchi
Sujeeva Tissaarachchi