Report Format

Moderator: crythias

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sansflance
OTRS newbie
Posts: 12
Joined: 18 Dec 2018, 16:38
OTRS Version?: OTRS5.0
Real Name: Sam

Report Format

Post by sansflance » 30 Jul 2019, 09:33

Hi,

I would like to know if attached report is possible to extract in OTRS. Is it possible to achieve is what I want to know

All the below information of a ticket should be in single row.
1. Ticket Information
2. Customer Information of the ticket.
3. Queue changes for each ticket with Locked time of each queue and moved time .
4. Up to 10 queues in single row, side by side.
5. Finally the ticket will be moved to Helpdesk via Generic Agent on closure where Helpdesk can resolve the ticket.

I have attached sample report.
Sample Rawdata_20190719.zip
. Please let me know if this is achievable.
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crythias
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Re: Report Format

Post by crythias » 30 Jul 2019, 15:20

You'd need some moderate to advanced database query skills to convert rows (queue changes) and locked changes to columns.
(Do a search for rows to columns)

And up to 10 Queues swapping for a ticket? Maybe you're using Queues sub-optimally.

The OTRS schema is available at https://ftp.otrs.org/pub/otrs/doc/datab ... tabase.png.
OTRS 5.0.x (private/testing/public) on Linux with MySQL database. Also on github.
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sansflance
OTRS newbie
Posts: 12
Joined: 18 Dec 2018, 16:38
OTRS Version?: OTRS5.0
Real Name: Sam

Re: Report Format

Post by sansflance » 30 Jul 2019, 17:01

Thanks Crythias, Do i need to refer ticket history table only or any other pointers you can suggest to get the data.
Ticket history table contains all the required items but i am not able to find the mapping.
For eg: I move ticket to a queue, user locks it adds comments to it and moves to another queue.
The same ticket is moved to previous queue again and user might lock it again .. in that case how can i differentiate first and second lock.

crythias
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Re: Report Format

Post by crythias » 31 Jul 2019, 15:45

You'll want the queue, ticket_history_type, user, customer, ticket, ...
This might help: viewtopic.php?f=60&t=40216

But it's a bit more complicated than to expect to be completed in a free forum.
OTRS 5.0.x (private/testing/public) on Linux with MySQL database. Also on github.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
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sansflance
OTRS newbie
Posts: 12
Joined: 18 Dec 2018, 16:38
OTRS Version?: OTRS5.0
Real Name: Sam

Re: Report Format

Post by sansflance » 12 Aug 2019, 07:04

crythias wrote:
31 Jul 2019, 15:45
You'll want the queue, ticket_history_type, user, customer, ticket, ...
This might help: viewtopic.php?f=60&t=40216

But it's a bit more complicated than to expect to be completed in a free forum.
Thankyou Crythias

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