Can we get Solution Description in Stat reports ?

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madhoos
Znuny newbie
Posts: 23
Joined: 31 Oct 2012, 09:02
Znuny Version: otrs3.1.11
Real Name: Madhu
Company: personal

Can we get Solution Description in Stat reports ?

Post by madhoos »

Hi,

Good Morning !!!

Can you help me in getting the Solution description in Stats report/ or any way to get the solution typed by the agents, this will help me in review/KB purpose.

i tried with the below sql query but i am getting some tickets with body of the message and some or with Null.

my Agents will close the tickets in 3 ways,
1) by clicking close button and write the solution then submit
2) in replying to the ticket and select next state to close successfully option
3) in forwarding to the tickets and select next state to close successfully option
4) in few tickets they select pending Auto close +

please help me in fixing this issue.

Thanks in advance.

Regards,
Madhu

Query :-
select t.tn ticketnumber, t.user_id ownerid, CONCAT(u2.first_name, " ", u2.last_name) owner, a.create_by user_id, CONCAT(u.first_name, " ", u.last_name) name, t.title title, q.name queue, t.customer_user_id customer_user, t.customer_id customer, ta.time_unit time_unit, DATE_FORMAT(ta.create_time, "%m/%d/%y") create_time, a.a_subject subject, a.a_body body from ticket t left join time_accounting ta on ta.ticket_id=t.id left join queue q on t.queue_id = q.id left join article a on a.id=ta.article_id left join users u on u.id = a.create_by left join users u2 on u2.id=t.user_id where ta.time_unit is not null order by ticketnumber DESC
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