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InBox TicketTransferReport

Version 6.1.2

Creation date 10/10/2018

Resources

This module allows a report to be extracted of the tickets that have been moved from the queue and that have children tickets.

Prerequisites

Framework

The following versions of the OTRS framework are supported:

  • [Nome]

Modules

The following modules are required:

  • InBox Core 6.24.7 or superior

Operational system

The following operating systems are required:

  • [Nome]

Third Party Software

The following third party software is required:

  • [Nome]

Instalation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ TicketTransferReport-6.1.1.opm

Configuration

This module does not need to be configured.

Use

Extracting report

The report extraction follows the same pattern as the OTRS, with the change being the insertion of 6 new columns in the table.

Are they:

  • Ticket son
  • Ticket father
  • In
  • For
  • Moved by
  • Moved on

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Ticket son: Reports whether the ticket is a child ticket.

Ticket father: If the ticket is a child, inform the number of the parent ticket.

In: Informs which queue the call came from.

For: Informs which queue the ticket was for.

Moved by: Informs which attendant made the queue change.

Moved on: Informs when the ticket was moved from the queue.

To generate the report, just follow the example below.

In the menu tab, go to "Reports> Statistics".

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Click "Add".

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Choose the option Dynamic List and in the configuration Object Type select TicketTransferList. When finished configuring click "Save".

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You will be redirected to a second configuration screen. Click on "X-Axis"

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Select the desired attributes. The new attributes will be at the bottom of the list.

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After selecting the X-Axis, click save. You will be redirected to the initial report screen and to run just click on "Run" and then "Run Now".

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