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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Does osTicket have a statistics add-on?

So you can track how many tickets were for each department?

Comments

  • Take a look at "Reporting Panel" thread.
    Bye
  • My boss wanted some stats how on the staff was processing tickets. For a fast and readable report, I connected MS Excel via ODBC and pasted in this query. It gives a table of users, total tickets, open tickets, closed tickets, and average time in minutes between when a ticket was created and closed.

    SELECT a.username,
    COUNT(b.ticket_id) ,
    SUM(IF (b.status = 'open', 1, 0)) ,
    SUM(IF (b.status = 'closed', 1, 0)) ,
    ROUND(AVG(TIME_TO_SEC(TIMEDIFF(b.closed, b.created))) / 60, 0)
    FROM ost_staff a, ost_ticket b
    WHERE a.staff_id = b.staff_id
    GROUP BY 1
    ORDER BY a.lastname, a.firstname

    For whatever reason, converting minutes to days/hours/minutes in the MySQL query returned bogus values for only certain records. I fixed that up in Excel by using:

    =INT(E4/60/24)&"d " & TEXT(MOD(E4/60/24,1),"hh\h mm\m")

    Where E4 is the average minutes field.

    If you don't mind your reporting being in Excel, you could take that query above and build on it for departments, etc. Maybe later paste it into a nice PHP page later.
  • There's this stat modification: http://www.osticket.com/forums/showthread.php?p=2105#post2105 and there's also a reporting panel being developed by JayDee here: http://www.osticket.com/forums/showthread.php?t=1537.
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