Modify the Statistics

[vaibhavlohar]

As I am facing the Statistics related problem ,

We have installed OTRS version 3.0 and everything is working fine expect OTRS Statistics .Whenever I am Trying to Export Monthly Report in csv , we observed that First Responce time is NOT Appears in csv.

Please help us to fix this issue..


Vaibhav

[vaibhavlohar]

Pls someone help me....

[hongphuc]

Did you mean your want to remove the field First Response time in csv file, right?

If yes, did you try to remove that field in that stat?

[vaibhavlohar]

Thanks for Reply ...


I want to see the First responce time for every ticket which is assigned & handled by agent.
See the attached scree shot of exported csv .here we can see created time , updated time & closed time but we are not able to see FirstResponseTime for Ticket.

The first Response time field in empty.Basically we want to capture those details in exported csv...

Please help...

Vaibhav..

[Giulio Soleni]

Hi,
did you check if "First Response Time" is missed for every ticket in the report? Or maybe some tickets have it set and others don't?
First Response time should make reference to the first reply that an agent provide to the customer, via web console. That event makes the ticket change its status from new to open.
Are you sure that your agents reply their customers using this correct procedure?
If agents for example phone back to the customers or they send an email out of the "scope" of OTRS (which is a common mistake) of course the reply is not traced by OTRS and therefore the "First response timestamp" is not updated.

[vaibhavlohar]

Hi ,

Thanks for Reply ,

As I checked your points , Observed that none of ticket is fetching the response time ..!


Vaibhav

[Giulio Soleni]

So, that's could probably be the clue... you may check on any ticket if the agents correctly reply to their customers or they simply add a note, or an external email or something other...
You should look on the ticket status (of course) and check how many open tickets you have.
But you may gather some more info by lookig to the ticket history. There you may check in deep details if and when your agents have replyed to the intended customers.

regards,
G.

[vaibhavlohar]

Hi Giulio ,

We did some changes for External note , viewnote framework and resolve the issue..

Basically their are two types of note Internal and External , we keep External note only so that Customer get reply by default when agent add any Note for that ticket.

After doing this settings , First response time started to calculate and captured in Exported statistics to csv...


Thanks for your reply and help.

[Giulio Soleni]

...mmh, please excuse my question but why do you make use of notes to reply to your customer and not of responses?
Of course you have to link a response model to queues via Admin interface to be able to use responses, however that's the appointed module to reply to customers.
Using only notes you may incur in some other side effects... as far as I know, notes should be used by other agents who are not owner of a specific ticket, when they would like to inform their colleague or the customer itself about some news concerning the ticket and they should not be used as regular responses.

Giulio

[vaibhavlohar]

Ok....

But now time being my requirement is full fill , now I am facing another one query..i.e.

When i am export statistics report for all ticket like open , close , pending etc ...the value of Closure note or we can say what to be done for close this ticket ,So this value does not capture in Statistics report.Do you know the settings for same..


Please help..

Vaibhav

[Giulio Soleni]

Well ... as far as I remember the close time in statistics makes reference in general to the last event in the ticket that changed the state to a closed type state, regardless the way that change has been done (via note, via close button or using a response and manually set the status to close). But that is how I remember ... I admit I may be wrong...

Anyway, I should add that looking at the history of any ticket you may see several closure events, since a tickets can be closed, then re-opened and closed again several times... however the close time in statistics should always make reference to the last close event occurred.
You may change that default behaviour (in the queue settings) and allow only one closure event per ticket.
Of course new tickets have an empty close time in statistics.
Open tickets may report a non empty close time: in that case the timestamp shown should make reference to the last close event occurred before the ticket has been re-opened.

[vaibhavlohar]

Yes Agree ,

I require only closure Note or Pending Note in statistics report...

Vaibhav