Last active
March 31, 2022 14:11
Star
You must be signed in to star a gist
Custom reports on the database of osTicket 1.10. Here some simple queries
This file contains bidirectional Unicode text that may be interpreted or compiled differently than what appears below. To review, open the file in an editor that reveals hidden Unicode characters.
Learn more about bidirectional Unicode characters
-- The table `ost_thread_event` contains a log of events like the assignments; | |
-- please note that the auto-claims on response aren't recorded. | |
-- For example to get the assignment done between the '2018-06-01' and '2018-07-01' you can use a query like this: | |
SELECT `TE`.`username`, COUNT(*) AS `Assignments` | |
FROM | |
`ost_thread_event` AS `TE` | |
JOIN | |
`ost_thread` AS `T` | |
ON `TE`.`thread_id` = `T`.`id` AND `T`.`object_type` = 'T' | |
WHERE | |
`TE`.`state` = 'assigned' AND | |
`TE`.`timestamp` BETWEEN '2018-06-01' AND '2018-07-01' | |
GROUP BY `TE`.`username`; | |
-- Using the columns `ost_thread_event`.`staff_id` and `ost_thread_event`.`team_id` you can also recognize: | |
-- - the claim events | |
-- - the assignments to another staff member | |
-- - the assignments to a team |
This file contains bidirectional Unicode text that may be interpreted or compiled differently than what appears below. To review, open the file in an editor that reveals hidden Unicode characters.
Learn more about bidirectional Unicode characters
-- This query sums for every staff member the number of words written (only in reply messages, not in notes) | |
-- between the '2018-06-01' and '2018-07-01' grouped by day | |
-- (since there is no function ready to count words in a text in MySQL, this query calculate the number of | |
-- words as the difference between the length of the body and its length without spaces): | |
SELECT date(`E`.`created`), `S`.`username`, SUM(LENGTH(`E`.`body`) - LENGTH(REPLACE(`E`.`body`, ' ', '')) + 1) AS `counter` | |
FROM | |
`ost_thread_entry` AS `E` | |
JOIN | |
`ost_thread` AS `T` | |
ON `E`.`thread_id` = `T`.`id` AND `T`.`object_type` = 'T' | |
JOIN | |
`ost_staff` AS `S` | |
ON `E`.`staff_id` = `S`.`staff_id` | |
WHERE | |
`E`.`type` = 'R' AND | |
`E`.`created` BETWEEN '2018-06-01' AND '2018-07-01' | |
GROUP BY `E`.`staff_id`, date(`E`.`created`), `S`.`username`; | |
-- Please note that `ost_thread_entry`.`body` could contains html characters and this query may be heavy | |
-- for performance, it may be appropriate to search by reduced time intervals and filter on the staff members |
This file contains bidirectional Unicode text that may be interpreted or compiled differently than what appears below. To review, open the file in an editor that reveals hidden Unicode characters.
Learn more about bidirectional Unicode characters
-- This query get the response time for all the tickets created between `2018-07-01` and `2018-07-02`: | |
SELECT | |
`T`.`object_id` AS `Ticket id`, | |
MIN(`T`.`created`) AS `Thread creation`, | |
MIN(`TE`.`created`) AS `First response`, | |
TIMESTAMPDIFF(MINUTE, MIN(`T`.`created`), MIN(`TE`.`created`)) AS `Initial response time (minute)` | |
FROM | |
`ost_thread` AS `T` JOIN | |
`ost_thread_entry` AS `TE` | |
ON `T`.`id` = `TE`.`thread_id` AND `T`.`object_type` = 'T' AND `TE`.`type` = 'R' | |
WHERE `T`.`created` BETWEEN '2018-07-01' AND '2018-07-02' | |
GROUP BY `T`.`object_id`; | |
-- Please note that in the `ost_thread_entry` table there are all the entries; | |
-- you can use the `type` to choose only the staff responses. That column can have these values: | |
-- - 'M': customer message | |
-- - 'R': staff response | |
-- - 'N': internal note |
Sign up for free
to join this conversation on GitHub.
Already have an account?
Sign in to comment