We were running OSTicket, an open source ticket system as a helpdesk for about 2 and a half years. The need arose for an in-depth understanding of our helpdesk strategy.
We wanted to gain meaningful metrics such as the number of tickets submitted/closed per month, tickets per category, ticket response/closing times.
We also wanted to improve on the OSTicket search feature, which is limited to searching by email address of submitters.
As far as I can tell OSTicket as an open source project is no longer actively maintained and has branched to the newer enhanced eTicket . OSTicketStats/EticketStats works fine on both. From now on I will use the name eTicket.
Aim.
Provides reports for your eTicket system.
Provides improved ticket search features.
How to install
Download eTicketStats from SourceForge Patch Tracker
Create a directory on your server for eTicketStats
Unzip and copy all the files into that directory.
Edit the common.php files. Insert your database information and enter the url to your eTicketStats directory.
<?php
$root_url = ‘enter_url_of_eticketStats_directory’;
// db login parameters
$dbhost = “localhost”;
$dbuser = “eticket_database_username”;
$dbpassword = “eticket_database_password”;
$db = “name_of_your_eticket_database”;
?>
Thats it. Now Browse to http://myDomain/eTicketStats/
It generates reports/graphs/stats for the last 3 years. I hope you will find this as useful as we did.
Feel free to contact me if you have suggestions or bug reports, or to request additional features.
June 21st, 2007 at 11:04 am
Great addon! Congratulations on that!
I installed it and it really looks splendid.
Maybe it would be interesting to work with language variables, my co-admins are Dutch speaking and I would love to translate your add-on in dutch.
Grtz,
Nic
June 21st, 2007 at 9:22 pm
NIce work! on the search page all detail results from search come up with helpdesk@tssg.org for email of responder instead of our team. Any ideas?
June 25th, 2007 at 8:45 pm
Where is my comment I sent last week?
Nic
June 26th, 2007 at 9:40 am
Hi Nic, just back from break today.
Thanks for the positive feedback. I like the idea of a Dutch translation however I do not have experience in language variables but feel free to go ahead.
Hi Abel, thanks for the advice. It makes sense to include an email address in the configuration settings instead of hard coded into the scripts.
July 17th, 2007 at 1:31 pm
I am just starting to use the eticketstats, and do not have much information added to the eticket database. When I use the eticketstats, I get the error:
Warning: include(/eticket/eticketstats/libs/graph_class.php) [function.include]: failed to open stream: No such file or directory in C:\Program Files\xampp\htdocs\eticket\eTicketStats\reports\ticketsPerMonth.php on line 5
Warning: include() [function.include]: Failed opening ‘/eticket/eticketstats/libs/graph_class.php’ for inclusion (include_path=’.;C:\Program Files\xampp\php\pear\’) in C:\Program Files\xampp\htdocs\eticket\eTicketStats\reports\ticketsPerMonth.php on line 5
Any suggestions?
Thanks,
Ron D.
February 8th, 2008 at 6:51 pm
Hey, any chance you have a newer version that will work with osticket 1.6? The table names/columns are different…I was able to update a couple of the scripts, but I got lost on the bigger ones like averageResolutionTimes.php
March 4th, 2008 at 1:40 am
Hi Carson,
I’m afraid there is not a newer version.
The above add-on was written for the earlier versions of OsTicket and the opensource branch called eTicket.
I have moved away from eTicket in a professional capacity and am not planning on releasing updates for OSTicket. If you cannot figure it out then if you like like we can talk about suitable charge for me to update the add-on. Let me know if you are interested.
However good luck with your modifications and let me know how you get on. Even post you modifications up on a blog or the OSTicket forum! It would be great to see this add-on.
best regards
Jamie