Fernando Schapachnik | 17 Sep 19:11 2003
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[PATCH] Search by date & task assignment.

Hello:
	I'm attaching some patches that I'm using on OTRS 1.1.3-01, which might
be of general interest:

date.patch: Very simple search by date feature.
customer_bd.patch: I think there is a bug there. Some fields are hardcoded.
es.patch: Some fixes for the spanish translation.

	Some times tickets require a certain action to be done, and then you
want to do stats regarding the task type. The free text fields can be used
for that, but this is highly unsatisfactory, as 'select task from list' is
preferred. The assign_task dir contains patches and new files for this feature.

	Hope you find them interesting. I've tried to keep the coding style.

	Regards.

Lic. Fernando Schapachnik
Proyecto de Informática
Ministerio de Economía
Attachment (patches_otrs_1_1_3.tbz): application/octet-stream, 8 KiB
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Fernando Schapachnik | 17 Sep 21:41 2003
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Re: [PATCH] Search by date & task assignment.

Forgot a last one: Allow to change queue from AgentNote.

Regards.

Lic. Fernando Schapachnik
Proyecto de Informática
Ministerio de Economía

En un mensaje anterior, Fernando Schapachnik escribió:
> Hello:
> 	I'm attaching some patches that I'm using on OTRS 1.1.3-01, which might
> be of general interest:

--- /home/fpscha/otrs/Kernel/Output/HTML/Agent.pm	Sun Jul 13 16:02:08 2003
+++ /usr/local/otrs/Kernel/Output/HTML/Agent.pm	Wed Sep 17 16:31:18 2003
 <at>  <at>  -925,6 +933,13  <at>  <at> 
         Data => $Param{NextStates},
         Name => 'NewStateID',
     );
+    # get MoveQueuesStrg
+    $Param{MoveQueuesStrg} = $Self->OptionStrgHashRef(
+        Name => 'DestQueueID',
+        SelectedID => $Param{SelectedMoveQueue},
+        Data => $Param{MoveQueues},
+        OnChangeSubmit => 0,
+    );
     # get output back
     return $Self->Output(TemplateFile => 'AgentNote', Data => \%Param);
(Continue reading)

Seigafuse, Mike | 26 Sep 21:27 2003

Ability to see all new and open requests

Ive seen this listed as a feature others seem to want in the user lists, and since I wanted it myself I took a little bit of time to write a quick and dirty procedure to view all new/open tickets.  Our users wanted this so they could tell if others had already submitted common problems, plus managers sometimes like to see if the tickets submitted by their team members are being handled.  Anyway, it is written in PHP and works great for us, maybe other could make use of it.

Im not a professional developer, so please no flames about the quality of my code J

<?php

    /* Connecting, selecting database */

    $link = mysql_connect("localhost", "otrsdbuser", "foobar")

        or die("Could not connect : " . mysql_error());

    mysql_select_db("otrs") or die("Could not select database");

 

    /* Performing SQL query */

    $query = "select t.tn, CONCAT(cu.last_name,', ',cu.first_name) user,

       ts.name status, t.create_time, a.a_body

from article a,

     ticket_state ts,

     ticket_history th,

     ticket as t left outer join customer_user as cu on

        (t.customer_user_id = cu.login)

where t.id = a.ticket_id and

      t.id = th.ticket_id and

      a.id = th.article_id and

      t.ticket_state_id = ts.id and

      t.ticket_state_id not in (2,3,5) and

      a.article_type_id in (1,2,5,8) and

      th.history_type_id in (1,12)

order by t.create_time desc";

 

    $result = mysql_query($query) or die("Query failed : " . mysql_error());

 

    /* Printing results in HTML */

    print "<table border=3>\n";

    print "<caption><strong><font size=\"+3\">Open Helpdesk Requests</font></strong></caption>";

    print "<th>Ticket Number</th>";

    print "<th>Requestor</th>";

    print "<th>Ticket Status</th>";

    print "<th>Create Time</th>";

    print "<th>Description</th>";

    while ($line = mysql_fetch_array($result, MYSQL_ASSOC)) {

        print "\t<tr>\n";

        foreach ($line as $col_value) {

            print "\t\t<td>$col_value</td>\n";

        }

        print "\t</tr>\n";

    }

    print "</table>\n";

    /* Free resultset */

    mysql_free_result($result);

 

    /* Closing connection */

    mysql_close($link);

?>

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Wiktor Wodecki | 1 Oct 10:43 2003
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Possible Problem in DB/GetTableData()

Hello,

I have a slight Problem with GetTableDate() from Kernel/System/DB.pm.
When you have configured PhoneViewSelectionType to SystemAdresses only
the *last* systemaddress for each Queue is displayed. This is not an
immanent problem for me, but it would be cleaner to show the first email
address (or make it even configurable?). I didn't touch
Kernel/System/DB.pm, since I do not know what else is using this
function that might break.

--

-- 
Regards,

Wiktor Wodecki

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Covert, Jake | 1 Oct 17:08 2003
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RE: [otrs] reports

My boss too wants some reports.  

Does anyone know of any way to dump the database to an excel spreadsheet or
some other format that I could pull out some kind of data from?

==========================
(Tickets per Queue, per month)
(Time it took to respond to tickets, and time to close 'em)
(How much time are technicians taking on things, etc....)
==========================

Jake Covert
www.jakecovert.com

-----Original Message-----
From: Moshe Livne (Leibovitch) [mailto:moshe <at> softlink.com] 
Sent: Wednesday, October 01, 2003 11:58 AM
To: 'otrs <at> otrs.org'
Subject: [otrs] reports

Hi,

Is there a way to give the customer a monthly (yearly) report or the tickets
he opened from the client web interface? If now, is there a way of doing it
on scheduled basis on the server?

Regards,
Moshe

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Fernando Schapachnik | 1 Oct 17:16 2003
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Re: [otrs] reports

Access the DB from ODBC.

En un mensaje anterior, Covert, Jake escribió:
> My boss too wants some reports.  
> 
> Does anyone know of any way to dump the database to an excel spreadsheet or
> some other format that I could pull out some kind of data from?
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Chris Salter | 1 Oct 17:21 2003

RE: reports

If you can put the data you want into an HTML table, Excel can grab the data
from a web page.  I do that for an internal product, and it works very well.
Just go to Data | Get External Data | New Web Query in Excel 2000.  I think
it's similar in XP, too.  It's not necessarily pretty, but it works.

I don't know enough about Perl to drop the data into an HTML file, otherwise
I'd already have all this set up and ready to go.

--
Chris Salter

-----Original Message-----
From: otrs-bounces <at> otrs.org [mailto:otrs-bounces <at> otrs.org]On Behalf Of
Covert, Jake
Sent: October 1, 2003 11:09 AM
To: otrs <at> otrs.org
Cc: dev <at> otrs.org
Subject: RE: [otrs] reports

My boss too wants some reports.

Does anyone know of any way to dump the database to an excel spreadsheet or
some other format that I could pull out some kind of data from?

==========================
(Tickets per Queue, per month)
(Time it took to respond to tickets, and time to close 'em)
(How much time are technicians taking on things, etc....)
==========================

Jake Covert
www.jakecovert.com

-----Original Message-----
From: Moshe Livne (Leibovitch) [mailto:moshe <at> softlink.com]
Sent: Wednesday, October 01, 2003 11:58 AM
To: 'otrs <at> otrs.org'
Subject: [otrs] reports

Hi,

Is there a way to give the customer a monthly (yearly) report or the tickets
he opened from the client web interface? If now, is there a way of doing it
on scheduled basis on the server?

Regards,
Moshe

(OTRS is working great!) _______________________________________________
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Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
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Gmane