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<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">Hi,</p>
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<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">I'd like to find out how to add my own calculation to charts, as opposed to the limited Ticket Count and various time calculations available for charts.</p>
<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">I'd like to add a calculation that calculates the number of emails/correspondences between an agent and a customer. I've tried looking through "lib/RT/Report/Tickets.pm" and "share/html/Search/Chart.html",
but there's a lot of things I don't understand in there. </p>
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<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">Now, realistically I may not have to go through the effort of adding a calculation for charts. </p>
<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">My end result is a table that has the columns: TicketId, NumberOfEmails (and I'll probably add some other things like Subject and whatnot). However, I'd prefer not to have a Custom Field
for NumberOfEmails, reason being I'm not sure if there's a way to calculate the number of emails for all my past tickets and set all of them to their correct value apart from manually counting and inputting it. Instead, I was considering doing Callbacks or
something to count the number of Correspondences in the Transactions table from the database and appending a column to a table.</p>
<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px"><br>
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<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">If I instead added a chart calculation, the end result would be more flexible - at the cost of a (possibly?)difficult implementation. </p>
<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">> New Chart</p>
<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">> Group tickets by Ticket/Id. (individual tickets, so basically no grouping; this might get out of hand for large numbers of tickets though; this is something else I'd like to know how
to do)</p>
<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">> Calculate values of Email count.</p>
<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">> Generate bar chart or table</p>
<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px"><br>
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<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">Now that I think about it though, I might just be able to add a column called Number of Emails to search results and get that sorted out. </p>
<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">Sorry my thoughts are kind of all over the place right now.</p>
<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px"><br>
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<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">In summary, envisioned end result:</p>
<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">- A table/search result list (doesn't necessarily have to be a chart) that can be added to a dashboard that has, at minimum, the columns: TicketId and NumberOfEmails</p>
<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">- NumberOfEmails is preferably not a Custom Field</p>
<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">- The column NumberOfEmails must be able to find the number of emails between an agent and customer of all tickets that are currently in my database (I'd imagine I have to use SQL for
this somewhere to count Correspondences for specific TicketId's)</p>
<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px"><br>
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<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">I'd like to know what the best thing to do would be and how to start working on a solution.</p>
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<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">I hope I've explained my problem well enough.</p>
<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">I can clarify further if you'd like.</p>
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<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">Thank you,</p>
<p style="font-family:Calibri,Arial,Helvetica,sans-serif; font-size:16px">Anthony</p>
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