Get complete ticket report

[cbravo]

Hello there,

I'm looking for a report to get the complete conversation from our engineer to the customer, but haven't found anything yet. Is there anything like that?

If there isn't, is it possible to get it through an SQL query?

I need to present a report of the conversation between the engineer and the customer everytime a ticket is closed and is really hard for me to go into every ticket every time to get that data. Even if I could get it through a csv would be awesome, then I could do a macro to format it.

Appreciate all the help and guidance you can provide me.

Greetings,

C.

[schulmann]

I need to present a report of the conversation between the engineer and the customer everytime a ticket is closed and is really hard for me to go into every ticket every time to get that data.

That is not easy because of the different possible formattings (Plain Text, HTML, Mail-Attachments, ...).

It sounds unusual to present the conversation of every closed ticket.
Why do you need this?
Isn't it sufficient to see it in OTRS?

[crythias]

the customer can print the ticket from his side.

[crythias]

look at bin/otrs.GetTicketThread.pl as well. Not sure how you want to get that into your ticket.

Note also that using the Reply feature for correspondence *generally* includes the entire thread at the point of "Reply", so unless the correspondence includes lots of non-correspondence (New Post only), the last Reply closing the ticket should be the entire thread.