Free eSupport Report v1.4 Now Available

[netarus]

Hi All,

I have updated our open source Kayako eSupport report to v1.4. It can be downloaded from http://www.netarus.com/scripts/ (along with a bunch of other open source utilities).

Description: This script generates a report based on the queue selected from
Kayako eSupport v3.0. It will work with both SupportSuite and eSupport. This script only displays open, hold and closed statuses because those are the default. Feel free to edit as you see fit.

Changes in this release:
- Improved the look and feel of the interface by using the native stylesheets available from Kayako.
- Enclosed screenshot of esupport_report_screen1.jpg. This is what you should see if the report is functioning properly.
- Added the ability to filter the number of results.

Comments are appreciated. Please contact us through the website at http://www.netarus.com/ps for any customization requests.

Best Regards,

Chris

[onesourceitpros]

I'll check it out, thanks bud!

[supportskins]

Do you have a running demo of this script?

[richm]

Nice Chris!

A couple of things

1) How can I change the display of ticket ID's to the sequential numbers we use?

2) I get a couple of errors:

eSupport Department Report as of Sat, 12/May/2007 @ 23:59 GMT

Notice: Undefined variable: department_options in C:\path to esupport\esupport_report.php on line 446


Notice: Undefined variable: department in C:\path to esupport\esupport_report.php on line 246


Customer Support Department Recent Tickets as of Sat, 12/May/2007 @ 23:59 GMT

Notice: Undefined variable: look_back_minus_days_options in D:\esupport\esupport_report.php on line 290

Rich

[longld]

Rich,

I'm using a modified version of Chris's script to display ticket ID in sequence. Hope it will be implemented as a configuration option. Thanks Chris for nice script.

Long

[richm]

Thanks Long!

That seems to have fixed my ticket number problem!


Not really a resolution for the warnings I was seeing on the page, but I got rid of them by placing the following near the beginning of the script:

error_reporting(E_ERROR | E_PARSE | E_NOTICE);


Also, I'm a little unclear on what the lower half of the report is supposed to return.

The part that begins with:

Customer Support Department Recent Tickets as of...
There are 3 "Activity on Opened Ticket..." sections, one for new/open/closed. Are these supposed to only return tickets that are currently in that status?

Or are these areas supposed to pull tickets that have been "in" that status (new/open/closed) at any point during the time period you are pulling the report for?


Regards,

Rich

[cogitat]

I have a question regarding output.

We currently have 2 custom fields for our helpdesk. 1) Site Location and 2) Problem Category. Is there a way to output info such as: How many tickets per (Site Location) or how many tickets per (Problem Cat)?

Thanks for any help provided.

[netarus]

By the way, I do have a version of this script that can include one specific custom field... I've been thinking of making it a drop down list as well, but that might take a little more time. It is not currently available, but let me know on implementation ideas and I might post a v1.5 of this reporting script.

[richm]

Nice work!

Can you provide some guidance on what the "correct" way to display sequential ticket numbers is?

The report comes back with TIcket ID's like this: XBX-239768, which are meaningless in our implementation (sequential)

It must be do-able because the mouse over for the ticket id has the sequential number and the link it points to for the ticket is the sequential number.

Just not sure how to go about this properly as I've gotten weird results (like extra columns sticking off the end with no header, when I try to modify this myself)

I can get the ticket id's (seqformat) to view properly if I reverse the order in the select statement for a given ticket status

e.g.
Swap:

ticketmaskid, ticketid

for

ticketid, ticketmaskid

This looks good but it breaks the mouseover link that originally was under the ticket id. The ticket id number is no longer a link at all after I do this.

Any help appreciated!

Rich

[netarus]

Hi Rich,

Can you provide some guidance on what the "correct" way to display sequential ticket numbers is?

Take a look at how the URL for clicking on the ticket is generated. You just need to replace that ID number for the AAA-###### number within your query.

Therefore, change:

print("<a href=\"" . $support_url . "staff/index.php?_m=tickets&_a=viewticket&ticketid=" . $row[$i+1] . "\" title=\"Click here to view Ticket #" . $row[$i] . "\" target=\"_blank\">" . $row[$i] . "</a>");

To:

print("<a href=\"" . $support_url . "staff/index.php?_m=tickets&_a=viewticket&ticketid=" . $row[$i+1] . "\" title=\"Click here to view Ticket #" . $row[$i+1] . "\" target=\"_blank\">" . $row[$i+1] . "</a>");

Notice all that is different is we're grabbing the value $row[$i+1] instead of $row[$i].

Hope this helps. If you need any more help specific to this, just PM me.

[netarus]

Moderator, please lock this thread. A new thread has been opened with v1.5 here with the ability to toggle the ticket mask id on or off. Thanks!

http://forums.kayako.com/f52/esupport-report-v1-5-now-available-12432/#post55072

Chris

[richm]

Thanks Chris!

That was perfect! Great job on this BTW!

I'll direct any future questions to the new thread.

Rich