Post ticket stats to external site
[align=left]I was wondering if it would be possible to connect to the KBox and pull out the ticket stats for display on an external site? Say we have a dedicated display for monitoring our network infrastructure, I would like to have it also include our ticket count for the Helpdesk and for each staff member. If anything, I could have our monitoring server run a set of SQL queries to grab them. Has anyone done this?
Thanks!
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Thanks!
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Posted by:
airwolf
14 years ago
You can connect to the database remotely, but you are restricted to read-only access. You can use ODBC to interface with your external site. You should be able to accomplish your goal as long as you don't want to write anything back to the DB.
Posted by:
sieb
14 years ago
Yes, read-only is fine, we just want to pull the ticket counts. I'm not a SQL guru so do you have a sample query string I could use to start with?
Posted by:
airwolf
14 years ago
SELECT COUNT(ID) FROM HD_TICKET
Would give you a count of all tickets. The query would become much more complex if you're looking for counts of specific ticket owners and statuses.
Would give you a count of all tickets. The query would become much more complex if you're looking for counts of specific ticket owners and statuses.
Posted by:
sieb
14 years ago
Cool, yes, all we we're looking for is the total number of open tickets per ticket owner owner (one query per owner, or all as one).
Jason - 12
Tom - 32
Jake - 2
etc...
Jason - 12
Tom - 32
Jake - 2
etc...
Posted by:
airwolf
14 years ago
I assume you also only want to list tickets that haven't been closed. How many queues do you have? Do you want to display ticket counts for each owner from all queues or only a specific queue? See what I mean about complexity of the queries?
Posted by:
sieb
14 years ago
Ha, yes, which is why I just want to keep it simple. We don't need the count of closed tickets, just the current total count of open tickets per Owner from within one helpdesk queue.
Posted by:
airwolf
14 years ago
SELECT COUNT(T.ID) FROM HD_TICKET T
JOIN USER U ON (T.OWNER_ID = U.ID)
JOIN HD_STATUS S ON (T.HD_STATUS_ID = S.ID)
WHERE U.FULL_NAME like 'Bob Smith' AND S.STATE not like 'closed' AND T.HD_QUEUE_ID = 1Change the user's name and the queue ID appropriately.
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