Custom ticket field (free text?) in stats report

[matt]

Hi I am a new OTRS user and was wondering if there is a way to display custom ticket attributes in the stats reports. I have read a lot today about freetext fields but still haven't found a way to include them in a stats report. If it is possible, will they be displayed under a heading like 'freetext1' or is there a way to change the headings as well?

1 more thing too if i may, I'd like to use sum columns to tally some of my columns but not others. For example one of my columns is ticket number and i don't require it to be added up, but it seems 'sum columns' will total every column including that one.

Thanks

[crythias]

You could export to CSV and do whatever you want with the data.

[matt]

I would write my own perl script to grab the data straight from the otrs database, however I was hoping to be able to use the otrs reporting system as it is already integrated and our customer can just click on a pre-defined report at the end of the month. So is there no way to use the reporting system as it is, but just add one free text field? Thanks

[crythias]

The free texts are already available in reports.
The statistic reports can run from command line/cron.
You can change the headings from SysConfig or within cvs export.
Your ability to sum the columns that you want also work that way.

[MichaelR]

On a semi-related note, I've had to make a heap of changes to the PDF (print) exporting to get it the way I want, for me simply changing the associated .pm is the easiest way

[matt]

The free texts are already available in reports..

Here are the attributes available when I create a new report. Where are the freetext fields?

Code: Select all

<select onchange="Core.Agent.Stats.SelectRadiobutton('TicketAttributes', 'Select')" name="TicketAttributes" multiple="multiple" id="TicketAttributes" size="5">
  <option value="Number" selected="selected">Number</option>
  <option value="TicketNumber" selected="selected">Ticket#</option>
  <option value="Age">Age</option>
  <option value="Title" selected="selected">Title</option>
  <option value="Created" selected="selected">Created</option>
  <option value="Changed">Changed</option>
  <option value="Closed" selected="selected">Close Time</option>
  <option value="Queue">Queue</option>
  <option value="State">State</option>
  <option value="Priority">Priority</option>
  <option value="CustomerUserID" selected="selected">Customer User</option>
  <option value="CustomerID">CustomerID</option>
  <option value="AccountedTime" selected="selected">Accounted time</option>
  <option value="EscalationDestinationIn">EscalationDestinationIn</option>
  <option value="EscalationDestinationDate">EscalationDestinationDate</option>
  <option value="EscalationTimeWorkingTime">EscalationTimeWorkingTime</option>
  <option value="EscalationTime">EscalationTime</option>
  <option value="FirstResponse">FirstResponse</option>
  <option value="FirstResponseInMin">FirstResponseInMin</option>
  <option value="FirstResponseDiffInMin">FirstResponseDiffInMin</option>
  <option value="FirstResponseTimeWorkingTime">FirstResponseTimeWorkingTime</option>
  <option value="FirstResponseTimeEscalation">FirstResponseTimeEscalation</option>
  <option value="FirstResponseTimeNotification">FirstResponseTimeNotification</option>
  <option value="FirstResponseTimeDestinationTime">FirstResponseTimeDestinationTime</option>
  <option value="FirstResponseTimeDestinationDate">FirstResponseTimeDestinationDate</option>
  <option value="FirstResponseTime">FirstResponseTime</option>
  <option value="UpdateTimeEscalation">UpdateTimeEscalation</option>
  <option value="UpdateTimeNotification">UpdateTimeNotification</option>
  <option value="UpdateTimeDestinationTime">UpdateTimeDestinationTime</option>
  <option value="UpdateTimeDestinationDate">UpdateTimeDestinationDate</option>
  <option value="UpdateTimeWorkingTime">UpdateTimeWorkingTime</option>
  <option value="UpdateTime">UpdateTime</option>
  <option value="SolutionTime">SolutionTime</option>
  <option value="SolutionInMin">SolutionInMin</option>
  <option value="SolutionDiffInMin">SolutionDiffInMin</option>
  <option value="SolutionTimeWorkingTime">SolutionTimeWorkingTime</option>
  <option value="SolutionTimeEscalation">SolutionTimeEscalation</option>
  <option value="SolutionTimeNotification">SolutionTimeNotification</option>
  <option value="SolutionTimeDestinationTime">SolutionTimeDestinationTime</option>
  <option value="SolutionTimeDestinationDate">SolutionTimeDestinationDate</option>
  <option value="FirstLock">First Lock</option>
  <option value="Lock">lock</option>
  <option value="StateType">StateType</option>
  <option value="UntilTime">UntilTime</option>
  <option value="UnlockTimeout">UnlockTimeout</option>
  <option value="EscalationResponseTime">EscalationResponseTime</option>
  <option value="EscalationSolutionTime">EscalationSolutionTime</option>
  <option value="EscalationUpdateTime">EscalationUpdateTime</option>
  <option value="RealTillTimeNotUsed">RealTillTimeNotUsed</option>
  <option value="TicketFreeTime1" selected="selected">Time1</option>
  <option value="TicketFreeTime2">Time2</option>
  <option value="TicketFreeTime3">Time3</option>
  <option value="TicketFreeTime4">Time4</option>
  <option value="TicketFreeTime5">Time5</option>
  <option value="TicketFreeTime6">Time6</option>
</select>

You can change the headings from SysConfig or within cvs export.

I cannot find any settings relating to headings in Core::Stats or Frontend::Agent::Stats. Where else should I look?

Thanks

[crythias]

Kernel/System/Stats/Dynamic/TicketList.pm Line 956-

Code: Select all

    # get free text fields
    FREEKEY:
    for my $FreeKey ( 1 .. 16 ) {

        # get ticket free key config
        my $TicketFreeKey = $Self->{ConfigObject}->Get( 'TicketFreeKey' . $FreeKey );

        next FREEKEY if ref $TicketFreeKey ne 'HASH';

        my @FreeKey = keys %{$TicketFreeKey};

        if ( scalar @FreeKey == 1 ) {
            $TicketAttributes{ 'TicketFreeText' . $FreeKey } = $TicketFreeKey->{ $FreeKey[0] };
        }
        else {
            $TicketAttributes{ 'TicketFreeKey' . $FreeKey }  = 'TicketFreeKey' . $FreeKey;
            $TicketAttributes{ 'TicketFreeText' . $FreeKey } = 'TicketFreeText' . $FreeKey;
        }
    }

    # get free time fields
    FREETIME:
    for my $FreeTime ( 1 .. 6 ) {
        my $TicketFreeTimeKey = $Self->{ConfigObject}->Get( 'TicketFreeTimeKey' . $FreeTime );
        $TicketAttributes{ 'TicketFreeTime' . $FreeTime } = $TicketFreeTimeKey;
    }

    return \%TicketAttributes;
}

Edit Config Settings in Ticket -> Core::TicketFreeText
If the box is checked, and a key-value pair is assigned to a TicketFreeText field, it'll show up labeled as the "Content" for the TicketFreeTextKey.

Code: Select all

[x] TicketFreeKey1 Key             |Content
                       [something] | [something else. This will be shown in the list of attributes of stats]

Defines the free key field number 1 for tickets to add a new ticket attribute.

[matt]

Excellent, thank you

[lelikflegma]

Hi.
How can I add to attributes "user email"?
If I select "Customer User" I see in result file login of customer who created ticket. How can I add to attributes list field which should show email of this customer?

[crythias]

@lelikflegma,
This is an old topic. You should create a new one.