just installed otrs 2.4.8.
Here the situation. i have integrated nagios to shoot email to otrs postmaster email acc when there is alarm at our site. At the end of the day, those problem tickets are solved with certain note stating the cause of problem.
i would like to generate monthly stat sorted by those cause of problem.e.g:all closed tickets,monthly for power interruption.how can i do that?
thanks
big
how customize stat query?
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crythias
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Re: how customize stat query?
You could query tickets for nagios as a customer, perhaps? Or set up queues specifically for tasks related to nagios.
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Re: how customize stat query?
wow..dats was fast..thanks crythias.
u mean by using filtering?the tickets already in specific queue.but the tickets in that queue was caused by several reasons.
queue:nagios
ticket #1 --reason= A
ticket#2 --reason= B
ticket#3 --reason= C
when the tickets closed, i want to make stat to see how many tickets reason A for example in a month.is there any flag that i can use to set it to be reason A so that stat can use that flag to query.
one option is that i can close the reason A and move to certain sub-queue and make stat frm that queue, but that will prone to some human error(forget).
u mean by using filtering?the tickets already in specific queue.but the tickets in that queue was caused by several reasons.
queue:nagios
ticket #1 --reason= A
ticket#2 --reason= B
ticket#3 --reason= C
when the tickets closed, i want to make stat to see how many tickets reason A for example in a month.is there any flag that i can use to set it to be reason A so that stat can use that flag to query.
one option is that i can close the reason A and move to certain sub-queue and make stat frm that queue, but that will prone to some human error(forget).
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crythias
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Re: how customize stat query?
The best way to get garbage out is to put garbage in. If your tickets all go to RAW, have no ticket types, don't have any Ticket Free Text fields, etc., what would you query against to get the stats? I'm asking the question even if you have no idea about databases and programming...
If you make a queue for "power outages" (or nagios::reasonA nagios::reasonB -- subqueues) or a ticket type of Power Outages or a TicketFreeText field of Key "Ticket Type"; Value "Power Outage" and use that to categorize, you can get a better handle on your tickets.
If you make a queue for "power outages" (or nagios::reasonA nagios::reasonB -- subqueues) or a ticket type of Power Outages or a TicketFreeText field of Key "Ticket Type"; Value "Power Outage" and use that to categorize, you can get a better handle on your tickets.
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Re: how customize stat query?
Thanks 4 the reply.
Sry to say but i dont fully get it what u trying to xplain...
i dont see "ticket type of Power Outages or a TicketFreeText field of Key "Ticket Type"; Value "Power Outage"" in the stat edit section(Select the restrictions to characterise the stat (4/4) ).
how to assign ticket type?(sry for the noob question).
My first time xploring otrs.
Sry to say but i dont fully get it what u trying to xplain...
i dont see "ticket type of Power Outages or a TicketFreeText field of Key "Ticket Type"; Value "Power Outage"" in the stat edit section(Select the restrictions to characterise the stat (4/4) ).
how to assign ticket type?(sry for the noob question).
My first time xploring otrs.
Re: how customize stat query?
after some digging, i have enable the ticket type function; but dont understand how to make certain ticket to use the ticket type
Oh yeah...GOT IT NOW!!thanks for the ideas..
Oh yeah...GOT IT NOW!!thanks for the ideas..