Export system log & config next ticket state when forwarding

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danieldai
OTRS newbie
Posts: 36
Joined: 20 Apr 2011, 05:56
OTRS Version?: 3.1.12

Export system log & config next ticket state when forwarding

Post by danieldai » 30 May 2012, 03:42

In our practice, all tickets are generated in a queue called raw. A helpdesk judge it if it's a valid ticket to be proceed and move to other queues if valid. At the same time, a notification will be sent to customer saying "your request has been accepted by us". I'd like to see in any report that how quick the helpdesk move the ticket. The question is how I could get the queue movement time in report so that I can calculate it by deducting ticket creation time.

As far as I know, in the ticketlist report, there is no such column as queue movement time. One workaround would be exporting system log which contains ticket# and movement time. It's relatively inconvenient. Could I aslo be advised how to export all system log?

Another quetion may be a configure question. When I "forward" an item in a ticket, the next ticket state is alwasy close successfully. Could I configure somehow to customize it, e.g. open?

Cheers.
OTRS version: 3.1.12
OS: CentOS 5.5
LDAP: Microsoft Active Directory
Mail system: Microsoft Exchange

micshi
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Joined: 05 Jul 2011, 16:10
OTRS Version?: 3.2.2
Real Name: Micshi
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Re: Export system log & config next ticket state when forwar

Post by micshi » 31 May 2012, 06:00

Another quetion may be a configure question. When I "forward" an item in a ticket, the next ticket state is alwasy close successfully. Could I configure somehow to customize it, e.g. open?
make chage on Ticket::Frontend::AgentTicketForward###StateDefault

micshi
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danieldai
OTRS newbie
Posts: 36
Joined: 20 Apr 2011, 05:56
OTRS Version?: 3.1.12

Re: Export system log & config next ticket state when forwar

Post by danieldai » 04 Jun 2012, 05:03

micshi wrote:
Another quetion may be a configure question. When I "forward" an item in a ticket, the next ticket state is alwasy close successfully. Could I configure somehow to customize it, e.g. open?
make chage on Ticket::Frontend::AgentTicketForward###StateDefault

micshi
thanks. it works well.

exporting system log is still a problem for me.
OTRS version: 3.1.12
OS: CentOS 5.5
LDAP: Microsoft Active Directory
Mail system: Microsoft Exchange

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