Hi,
I would like to know how to make a report out of "Due date" (that we set on a ticket) and the "Planned/Actual end" of a Change created within that specific ticket.
A sample scenario is when the "due date" set on the ticket is already met but one of the change created within the ticket unfortunately didn't end as planned and is still in progress meaning the "Actual end" date on that change would definitely surpass both the "planned end" of the change and the "due date" of the ticket
I would like a report to show me 2 things --
1. the difference of the "Planned end" and "Actual end" dates of the change which didn't end as planned
2. the difference of the "Actual end" of the change, and the "due date" of the ticket (the only change that surpassed the "Due Date" set on the ticket which it was created from)
Is this possible?
Thanks,
amdc
reporting using "Due date" "Planned/Actual end"
Moderator: crythias
reporting using "Due date" "Planned/Actual end"
OTRS 3.1.5
FAQ, ITSM 3.1.3
Centos 5.8/6.2
FAQ, ITSM 3.1.3
Centos 5.8/6.2
Re: reporting using "Due date" "Planned/Actual end"
any comments are appreciated, and would really help a lot,
Thank you
Thank you
OTRS 3.1.5
FAQ, ITSM 3.1.3
Centos 5.8/6.2
FAQ, ITSM 3.1.3
Centos 5.8/6.2
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Re: reporting using "Due date" "Planned/Actual end"
export it and use a spreadsheet?
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Re: reporting using "Due date" "Planned/Actual end"
Hi Crythias,
Thank you for replying, maybe you can help me in figuring out how can i export those values? I was thinking of the reporting in the statistics ' dynamic objects, but don't exactly know what to use in there.
Thank you so much!
Thank you for replying, maybe you can help me in figuring out how can i export those values? I was thinking of the reporting in the statistics ' dynamic objects, but don't exactly know what to use in there.
Thank you so much!
OTRS 3.1.5
FAQ, ITSM 3.1.3
Centos 5.8/6.2
FAQ, ITSM 3.1.3
Centos 5.8/6.2
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Re: reporting using "Due date" "Planned/Actual end"
I would be happy to help, though I don't know where the fields are stored (if you use dynamic fields or are using a specific module/plugin to provide those fields).
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Re: reporting using "Due date" "Planned/Actual end"
Yeah crythias, Im not so sure Im using plugin specific to provide those fields but im sure IM NOT using dynamic fields ( which in my understanding is the evolution of ticket free text?)
Did I answer that correctly?
The Planned end , Actual end dates are fields that can be seen in a Change / Workorder information box, but what i want to get in there is the one in the "Change" information box. (these are all made from ITSM plugin ? is that what you referring to as plugin?)
I hope im not making more confusion..
thanks!
Did I answer that correctly?
The Planned end , Actual end dates are fields that can be seen in a Change / Workorder information box, but what i want to get in there is the one in the "Change" information box. (these are all made from ITSM plugin ? is that what you referring to as plugin?)
I hope im not making more confusion..
thanks!
OTRS 3.1.5
FAQ, ITSM 3.1.3
Centos 5.8/6.2
FAQ, ITSM 3.1.3
Centos 5.8/6.2
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- Moderator
- Posts: 10170
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Re: reporting using "Due date" "Planned/Actual end"
Plugin/Package means the same thing to me. Of all the stuff I know about OTRS, ITSM is not one on which I have focused. Nonetheless, you should be able to find the relevant fields as ITSM usurps TicketFreeText fields for its usage. Hence, you may be able to query those fields (now relabeled in Stats and SysConfig) for your purposes.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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