2.4.1 Ticket list statistics
If the status on an Ops I ticket is set to “pending”, the ticket will be on hold for 24 hours on OTOBO. If the pending status expires without a status change, the ticket will appear in the [Reminder Tickets] section of the [Dashboard] screen.
If you want to see more detailed information than what is available on the [Dashboard] screen, use the [Statistics] function.
The following describes how to check the list of tickets in pending status in My Queues (the contact person in Ops I), in order to check the status of response to an inquiry.
(1) Create statistics definitions
1. From the main menu, open [Reports]-[Statistics].
2. On the [Statistics Management] screen, click the [Add Statistics] button. In this example we want to obtain statistics on "Ticket List", so click [Dynamic List].
3. In the [General Specification] fields that appear, enter the following and then click the [Save] button.
(Table) Statistics definition input contents
| Field | Value |
|---|---|
| Title | List of pending tickets by queue |
| Description | Generates a list of pending tickets. UntilTime is the time (in seconds) until the pending deadline. Negative values indicate that the pending deadline has passed. |
| Object type | Specify "Ticketlist". |
| Permissions | Specify "stats". |
| Result formats | Specify "CSV" and "Excel". |
| Time Zone | Specify "Asia/Tokyo". (Select the time zone being used.) |
| Create summation row | Specify "No". |
| Create summation column | Specify "No". |
| Validity | Select "valid". |
(2) [Statistics Preview] settings
After executing step (1), the [Edit Statistics] screen will appear. By setting the following in [Statistics Preview], you can check the display columns, etc., with randomly selected data. The following steps specify settings to display basic information about the ticket and the time until the pending deadline.
1. Click the [X-axis] button under [Statistics Preview].
2. In the [Configure X-Axis]-[Attributes to be printed] field that appears, select the following items and then click the [Save] button.
- Ticket#
- Title
- Created
- Queue
- Priority
- UntilTime
3. Click the [Y-axis] button under [Statistics Preview].
4. In the pull-down menu of [Configure Y-Axis]-[Add] that appears, select [Order by]. In the selection field, select [Queue]. Then click the [Save] button. This allows rows to be sorted by queue so that tickets from the same queue are displayed together.
5. Click the [Filter] button under [Statistics Preview].
6. In the [Configure Filter]-[Add] pull-down that appears, select [State]. In the selection field that appears, select [pending reminder]. Then click the [Save] button. This will ensure that only tickets with a status of pending are displayed.
7. Click the [Save] button under [Save Statistic].
(3) Run statistics
To check the statistics you have created, run the statistics.
1. Click the [Go to overview] button on the [Edit Statistics] screen in (2) to return to the [Statistics Management] screen. From [Statistics], click the icon in the [RUN] column for the statistics created in (1) and (2).
By default, there are at least 50 [Statistics]. A maximum of 50 are displayed per page. To check created statistics, navigate to the page from [Page] in the upper right corner of the [Statistics] page.
By default, there are at least 50 [Statistics]. A maximum of 50 are displayed per page. To check created statistics, navigate to the page from [Page] in the upper right corner of the [Statistics] page.
2. Download the Excel file by specifying [Excel] in [Settings]-[Format] on the [View Statistics] screen, and then clicking the [Run now] button.
3. Open the downloaded file in your Excel application and check the contents.