Records RT - Doubt

RT Users
1

Dear,

Not sure this is the place, but wanted help to generate some reports
relating to RT in a MySQL database.

I wonder if they already have a tool ready for customization of reports, or
if I have to do this via sql queries.

Thank you in advance,

Felipe
BR

" A dúvida é o principio da sabedoria "

2

Hi,

Take look at charts, saved searches and dashboards. If it’s not
enough, people often use csv export and excel to produce reports.On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa no.molas@gmail.com wrote:

Dear,

Not sure this is the place, but wanted help to generate some reports
relating to RT in a MySQL database.

I wonder if they already have a tool ready for customization of reports, or
if I have to do this via sql queries.

Thank you in advance,

Felipe
BR

–
" A dúvida é o principio da sabedoria "

Best regards, Ruslan.

3

Hello Ruslan Zakirov,

Thank you for your attention, so I wanted something more specific, how I can
export in CSV?
And, by chance, someone already has some ready to excel?
Outside CSV has some other way?

Thanks again,

Felipe
BR2011/5/25 Ruslan Zakirov ruz@bestpractical.com

Hi,

Take look at charts, saved searches and dashboards. If it’s not
enough, people often use csv export and excel to produce reports.

On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa no.molas@gmail.com wrote:

Dear,

Not sure this is the place, but wanted help to generate some reports
relating to RT in a MySQL database.

I wonder if they already have a tool ready for customization of reports,
or
if I have to do this via sql queries.

Thank you in advance,

Felipe
BR

–
" A dúvida é o principio da sabedoria "

–
Best regards, Ruslan.

" A dúvida é o principio da sabedoria "

4

Hi,

Search for tickets, open page with results, use actions at the top right corner.On Wed, May 25, 2011 at 8:57 PM, Felipe Agnelli Barbosa no.molas@gmail.com wrote:

Hello Ruslan Zakirov,

Thank you for your attention, so I wanted something more specific, how I can
export in CSV?
And, by chance, someone already has some ready to excel?
Outside CSV has some other way?

Thanks again,

Felipe
BR

2011/5/25 Ruslan Zakirov ruz@bestpractical.com

Hi,

Take look at charts, saved searches and dashboards. If it’s not
enough, people often use csv export and excel to produce reports.

On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa no.molas@gmail.com wrote:

Dear,

Not sure this is the place, but wanted help to generate some reports
relating to RT in a MySQL database.

I wonder if they already have a tool ready for customization of reports,
or
if I have to do this via sql queries.

Thank you in advance,

Felipe
BR

–
" A dúvida é o principio da sabedoria "

–
Best regards, Ruslan.

–
" A dúvida é o principio da sabedoria "

Best regards, Ruslan.

5

Okay, I’ll check that.
Enjoying a little more, it is possible for SQL?,
I was thinking of doing some SQL queries and build a Python script showing
statistics.

Felipe
BR2011/5/25 Ruslan Zakirov ruz@bestpractical.com

Hi,

Search for tickets, open page with results, use actions at the top right
corner.

On Wed, May 25, 2011 at 8:57 PM, Felipe Agnelli Barbosa no.molas@gmail.com wrote:

Hello Ruslan Zakirov,

Thank you for your attention, so I wanted something more specific, how I
can
export in CSV?
And, by chance, someone already has some ready to excel?
Outside CSV has some other way?

Thanks again,

Felipe
BR

2011/5/25 Ruslan Zakirov ruz@bestpractical.com

Hi,

Take look at charts, saved searches and dashboards. If it’s not
enough, people often use csv export and excel to produce reports.

On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa no.molas@gmail.com wrote:

Dear,

Not sure this is the place, but wanted help to generate some reports
relating to RT in a MySQL database.

I wonder if they already have a tool ready for customization of
reports,
or
if I have to do this via sql queries.

Thank you in advance,

Felipe
BR

–
" A dúvida é o principio da sabedoria "

–
Best regards, Ruslan.

–
" A dúvida é o principio da sabedoria "

–
Best regards, Ruslan.

" A dúvida é o principio da sabedoria "

6

Okay, I’ll check that.
Enjoying a little more, it is possible for SQL?,
I was thinking of doing some SQL queries and build a Python script showing
statistics.

Sure, who will stop you from SQLing DB on your server?

Felipe
BR

Hi,

Search for tickets, open page with results, use actions at the top right
corner.

Hello Ruslan Zakirov,

Thank you for your attention, so I wanted something more specific, how I
can
export in CSV?
And, by chance, someone already has some ready to excel?
Outside CSV has some other way?

Thanks again,

Felipe
BR

Hi,

Take look at charts, saved searches and dashboards. If it’s not
enough, people often use csv export and excel to produce reports.

Dear,

Not sure this is the place, but wanted help to generate some reports
relating to RT in a MySQL database.

I wonder if they already have a tool ready for customization of
reports,
or
if I have to do this via sql queries.

Thank you in advance,

Felipe
BR

–
" A dúvida é o principio da sabedoria "

–
Best regards, Ruslan.

–
" A dúvida é o principio da sabedoria "

–
Best regards, Ruslan.

–
" A dúvida é o principio da sabedoria "

Best regards, Ruslan.

7

I have a copy of the database, and I’ll test it.2011/5/25 Ruslan Zakirov ruz@bestpractical.com

On Wed, May 25, 2011 at 9:15 PM, Felipe Agnelli Barbosa no.molas@gmail.com wrote:

Okay, I’ll check that.
Enjoying a little more, it is possible for SQL?,
I was thinking of doing some SQL queries and build a Python script
showing
statistics.

Sure, who will stop you from SQLing DB on your server?

Felipe
BR

2011/5/25 Ruslan Zakirov ruz@bestpractical.com

Hi,

Search for tickets, open page with results, use actions at the top right
corner.

On Wed, May 25, 2011 at 8:57 PM, Felipe Agnelli Barbosa no.molas@gmail.com wrote:

Hello Ruslan Zakirov,

Thank you for your attention, so I wanted something more specific, how
I
can
export in CSV?
And, by chance, someone already has some ready to excel?
Outside CSV has some other way?

Thanks again,

Felipe
BR

2011/5/25 Ruslan Zakirov ruz@bestpractical.com

Hi,

Take look at charts, saved searches and dashboards. If it’s not
enough, people often use csv export and excel to produce reports.

On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa no.molas@gmail.com wrote:

Dear,

Not sure this is the place, but wanted help to generate some
reports
relating to RT in a MySQL database.

I wonder if they already have a tool ready for customization of
reports,
or
if I have to do this via sql queries.

Thank you in advance,

Felipe
BR

–
" A dúvida é o principio da sabedoria "

–
Best regards, Ruslan.

–
" A dúvida é o principio da sabedoria "

–
Best regards, Ruslan.

–
" A dúvida é o principio da sabedoria "

–
Best regards, Ruslan.

" A dúvida é o principio da sabedoria "

8

Felipe,

We do reports a couple different ways.

  1. We have the standard RT Search and download to excel, which is then
    imported into an Excel template, then mailed as an attachment.
  2. We also have the standard RT search used with Dashboards.
  3. Then we have an alternative for users who never get onto RT. We created
    DB “Views” (native SQL) used for reporting only and then use Cognos as a
    reporting tool against those views. The reports that exist are available
    thru “links” in our company website.

Hope this helps.

Kenn
LBNLOn Wed, May 25, 2011 at 10:15 AM, Felipe Agnelli Barbosa <no.molas@gmail.com wrote:

Okay, I’ll check that.
Enjoying a little more, it is possible for SQL?,
I was thinking of doing some SQL queries and build a Python script showing
statistics.

Felipe
BR

2011/5/25 Ruslan Zakirov ruz@bestpractical.com

Hi,

Search for tickets, open page with results, use actions at the top right
corner.

On Wed, May 25, 2011 at 8:57 PM, Felipe Agnelli Barbosa no.molas@gmail.com wrote:

Hello Ruslan Zakirov,

Thank you for your attention, so I wanted something more specific, how I
can
export in CSV?
And, by chance, someone already has some ready to excel?
Outside CSV has some other way?

Thanks again,

Felipe
BR

2011/5/25 Ruslan Zakirov ruz@bestpractical.com

Hi,

Take look at charts, saved searches and dashboards. If it’s not
enough, people often use csv export and excel to produce reports.

On Wed, May 25, 2011 at 8:16 PM, Felipe Agnelli Barbosa no.molas@gmail.com wrote:

Dear,

Not sure this is the place, but wanted help to generate some reports
relating to RT in a MySQL database.

I wonder if they already have a tool ready for customization of
reports,
or
if I have to do this via sql queries.

Thank you in advance,

Felipe
BR

–
" A dúvida é o principio da sabedoria "

–
Best regards, Ruslan.

–
" A dúvida é o principio da sabedoria "

–
Best regards, Ruslan.

–
" A dúvida é o principio da sabedoria "

9
  1. Then we have an alternative for users who never get onto RT. We created
    DB “Views” (native SQL) used for reporting only and then use Cognos as a
    reporting tool against those views. The reports that exist are available
    thru “links” in our company website.

Kenn,

I’d be curious to find out a little more about the Cognos configuration. If
you are using Impromptu, are you using a distributed catalog setup to
distribute the catalog to your Cognos users? I currently use Cognos to
generate reports from our ERP/CRM package running on an iSeries.

Thanks,
Dustin

10

Dustin,

We use the “Report Studio” tool within Cognos.

Kenn
LBNLOn Wed, May 25, 2011 at 6:38 PM, Dustin Berube dustin.berube@gmail.comwrote:

  1. Then we have an alternative for users who never get onto RT. We created

DB “Views” (native SQL) used for reporting only and then use Cognos as a
reporting tool against those views. The reports that exist are available
thru “links” in our company website.

Kenn,

I’d be curious to find out a little more about the Cognos configuration. If
you are using Impromptu, are you using a distributed catalog setup to
distribute the catalog to your Cognos users? I currently use Cognos to
generate reports from our ERP/CRM package running on an iSeries.

Thanks,
Dustin