When did "Reports" become unavailable?

[roderickal96]

Hello. We use OTRS community edition. Currently we are on 6.0.28. We need to use the reports/statistics tab, but I noticed today when navigating to it that is part of the Business Solutions. Does anyone know if this functionality was lost between OTRS 5 and 6, or if it was lost in a minor upgrade included in 6? We really need the feature for some upcoming projects.

[zzz]

Hey,

Nope, it's still available. Check your permissions.

— Emin

[roderickal96]

Hey,

Nope, it's still available. Check your permissions.

— Emin

I'm really hoping the case is I'm just missing something like permissions. I can see the "Reports" tab in my OTRS 6.0.28, but when I navigate to it and click on "Reports", I get a popup that says "This feature is part of the OTRS Business Solution".

Do you still have your reports tab and can use it? What version are you on?

[jojo]

Reports (as part of the Reports tab) is only available in the commercial version. Statistics, which is also part can be used in the CE based on your permissions

[zzz]

Hey,

Nope, it's still available. Check your permissions.

— Emin

I'm really hoping the case is I'm just missing something like permissions. I can see the "Reports" tab in my OTRS 6.0.28, but when I navigate to it and click on "Reports", I get a popup that says "This feature is part of the OTRS Business Solution".

Do you still have your reports tab and can use it? What version are you on?

And you are definitely in the "stats" group (which I was refering to as permissions)?

Can you directly open index.pl?Action=AgentStatistics;Subaction=Overview in the brower?
If you can, it might be a misconfiguration of the menu bar.

— Emin

[roderickal96]

Hey,

Nope, it's still available. Check your permissions.

— Emin

I'm really hoping the case is I'm just missing something like permissions. I can see the "Reports" tab in my OTRS 6.0.28, but when I navigate to it and click on "Reports", I get a popup that says "This feature is part of the OTRS Business Solution".

Do you still have your reports tab and can use it? What version are you on?

And you are definitely in the "stats" group (which I was refering to as permissions)?

Can you directly open index.pl?Action=AgentStatistics;Subaction=Overview in the brower?
If you can, it might be a misconfiguration of the menu bar.

— Emin

Yes, I am part of the "stats" group. I can get to the browser page you specified, and I do see the "Reports" tab with stats normally, but even now when I go to the "stats" tab, I can't actually do anything. I don't have any options for "Actions" to get stats for tickets which I usually see in screenshots of the tab.

[roderickal96]

[quote=jojo post_id=169119 time=1593115935 user_id=354]
Reports (as part of the Reports tab) is only available in the commercial version. Statistics, which is also part can be used in the CE based on your permissions
[/quote]


Are you sure? We've always used the CE version and we used the Reports functionality last year for a project. We can't figure out if we lost this when we upgraded from OTRS 5 to 6 or in another update. And I do see Statistics, but I can't do anything in it. I have attached a screenshot.

[zzz]

You're talking about statistics which is and always was part of the base code.

That looks like a misconfiguration and could be caused by a wrongly performed update.
That would also explain why you don't see the menu bar in the navigation.

Do you have RW permissions on stats? You should at least see 'Add/Import Statistics' in the sidebar.

— Emin

[roderickal96]

You're talking about statistics which is and always was part of the base code.

That looks like a misconfiguration and could be caused by a wrongly performed update.
That would also explain why you don't see the menu bar in the navigation.

Do you have RW permissions on stats? You should at least see 'Add/Import Statistics' in the sidebar.

— Emin

Wow, rookie mistake... I had everything but RW permissions. Now I can see "Add/Import". I still have the issue of lost of functionality for the "Reports" feature. We really need it to grab a report of past tickets. It seems to only be part of the Business solution now.

[jojo]

did you read and understand what ZZZ and myself wrote?

[roderickal96]

did you read and understand what ZZZ and myself wrote?

Yes, and I apologize if I made it sound like I'm missing your point. I think you were both under the impression I couldn't see the Reports tab (which includes Reports and Statistics) at all in navigation. My original issue was although I could see it, I noticed that the Reports segment of the Reports tab seems to have been moved to the business solution of OTRS, which I know you mentioned when you said it was available via the commercial edition. Then my issue was I could get to Statistics, but didn't see any options which was resolved by ZZZ's advice to check if I had RW rights.

My issue is solely concerning the "Reports" section of the "Reports" tab. We always had the community edition of OTRS, and my manager said he was able to use reports last year for the sake of pulling a report of tickets from the past year. Hence my original question asking what version of OTRS did Reports specifically become unavailable. Statistics is fine.

[jojo]

Reports is a function which was developed for the Business Solution and never had been in the Community Edition. Only statistics was and is available.

[roderickal96]

Reports is a function which was developed for the Business Solution and never had been in the Community Edition. Only statistics was and is available.

Odd. My manager swears he used Reports last year and we've only ever used Community edition. I wasn't at my company at the time so I can't confirm. Is it possible to grab a report of tickets from the past year with "statistics"?

[jojo]

yes, thats what statistics are for

[roderickal96]

yes, thats what statistics are for

Thank you. Apparently the team members that came before my manager and I somehow found a way to add Reports, but it was lost during upgrades.

Anyway, I'm getting these errors now when trying to "run" any of the pre-made statistic reports in OTRS

"Backend ERROR: OTRS-CGI-10 Perl: 5.26.1 OS: linux Time: Tue Jun 30 11:56:32 2020

Message: Could not load stat.

RemoteAddress: My IP Address
RequestURI: /otrs/index.pl?Action=AgentStatistics;Subaction=View;StatID=1

Traceback (31403):
Module: Kernel::Output::HTML::Layout::Error Line: 1030
Module: Kernel::Output::HTML::Layout::ErrorScreen Line: 1011
Module: Kernel::Modules::AgentStatistics::ViewScreen Line: 731
Module: Kernel::Modules::AgentStatistics::Run Line: 77
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1135
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 38
Module: (eval) (v1.99) Line: 207
Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
Module: ModPerl::Registry::handler (v1.99) Line: 32
"

How can I resolve this?

[zzz]

That depends on what you've changed.
Did you (or the persons prior to you) delete all statics by hand?
It could be the impact of an corrupt update. It could also indicate a permission problem.

It's hard to guess.

— Emin

[roderickal96]

That depends on what you've changed.
Did you (or the persons prior to you) delete all statics by hand?
It could be the impact of an corrupt update. It could also indicate a permission problem.

It's hard to guess.

— Emin

To be honest with you, I am not sure what the previous employees did. They didn't document anything. But my manager did say at some point last year he updated from OTRS 5 to 6 which required the database to be remade. Maybe something there? Is there a way I can fix it?