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Report with timetrack notes in MYSQL

April 19, 2016, 7:03 am
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I'm trying to get the billing notes in my report, I know that this is not possible with KQL so I started to create a query in MYSQL.
I've managed to get the same report as from within the Report module in Kayako, except for the billingnotes with the following query:

SELECT fullname as "From", ticketid as "Ticket Number", totalreplies as "Replies", subject as "Subject", *notes here* as "Explanation", tickettypetitle as "Type", prioritytitle as "Severity Level",...

Report with timetrack notes in MYSQL
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Ratings Query

April 19, 2016, 7:49 am
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Hello:
I'm trying to create a query outside of Kayako for taking the average rating of the last 100 tickets, but according to the database scheme for V4, there doesn't seem to be a table for it. Does anyone know what it would be?

Thanks,
Brandon
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Report to display list of tickets and total number

April 19, 2016, 9:39 am
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Hello.

I need to build a report which displays Staff name, list of his/her tickets and total number of ticket for the Staff.

Here is what I have now:
Code:
SELECT count(*) AS 'Tickets' FROM 'Tickets' WHERE 'Tickets.Department' = 'Support Team' AND 'Tickets.Status' = 'Closed' AND 'Tickets.Replies to Resolve' = 1 GROUP BY 'Tickets.Owner', 'Tickets.Ticket Mask ID'
It displays Staff name, Ticket Mask ID and Number of tickets for that Staff and ticket (1).
But I need to display Staff name,...

Report to display list of tickets and total number
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MYSQL Query for report

April 25, 2016, 6:53 am
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Hello,

Can you please tell me MySql query for below case

1. Staff received positive feedback for ticket id. Feedback comment and ticket id
2. Staff received negative feed for ticket id . feedback commend and ticket id.
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KQL for the some cases

April 25, 2016, 10:18 pm
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Hello Team.

Can you please help me to build KQL for below cases ?

1. Staff received positive feedback for ticket id , Ticket Feedback comment and and its ticket id
2. Staff received negative feed for ticket id , Ticket Feedback comment and its ticket id.
3. I am using below query to get total count by status but using that I am getting count only for that department which is set to Public. Its not showing count for department set to Private.

SELECT count(*) AS 'Tickets' FROM 'Tickets' WHERE...

KQL for the some cases
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Ticket count per staff, on-hold in one department

April 29, 2016, 8:26 am
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I am looking for the count of on-hold tickets in one sub-queue, grouped by my staff on/after a certain date.

I've got this so far, which returns wildly incorrect numbers, almost as if its not taking into account the ticket creation date:

Code:
SELECT Count(*) as TicketCount 
FROM 'Ticket Audit Logs', 'Staff' 
WHERE 'Ticket Audit Logs.Creation Date' >= mktime(0,0,0,11,19,2015) 
AND 'Staff.StaffGroupID' IN ('Staff', 'Administrator', 'Staff + KB', 'Remote') 
AND 'Tickets.DepartmentID' =...
Ticket count per staff, on-hold in one department
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Generate report to create import file for another system

May 1, 2016, 1:56 pm
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Good day all

I'm trying to create a report which will serve as an import file for another system.

The issue I am having is that we bill users 2 different rates according to remote and on-site support and then office and after hours (4 scenarios).

A given client can have all scenarios and I'd like to calculate the total across all.

I've tried IF statements to determine the type of support, however I'm not able to figure out how to get a total across all cases.

I've also thought of...

Generate report to create import file for another system
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Time worked only showing one entry per department

May 6, 2016, 12:21 am
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Hi,

I'm running a report to show time worked grouped by department, but only seem to be seeing one entry per department rather than a commutative time. Does anyone have any ideas please?

SELECT 'tickets.department', 'Tickets.Ticket Mask ID', 'Tickets.Owner', 'Ticket Billing.Worker', 'Tickets.Subject', 'Tickets.Status', 'Tickets.Type', 'Ticket Billing.Time Spent' FROM 'Ticket Billing', 'Tickets' WHERE 'Ticket Billing.Creation Date' = thisWeek() ORDER BY 'Tickets.Ticket Mask ID' GROUP BY...

Time worked only showing one entry per department
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Getting data from different tables (Audit Logs + Billing) for tickets in trash

May 12, 2016, 12:37 am
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Hi,

I'm trying to get some info on the tickets in our helpdesk trash through the KQL editor. Some of the required fields come from different tables that apparently have no relation between them, and the following error is being raised: "tickettimetracks is not related to ticketauditlogs"

The query I'm trying to execute, on the purpose to get information from tickets in trash, is this:

SELECT 'Tickets.Creation Date', 'Tickets.Department','Tickets.Type', 'Tickets.Status', 'Tickets.User',...

Getting data from different tables (Audit Logs + Billing) for tickets in trash
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Assistance with report query

May 13, 2016, 8:23 am
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I am wanting to run a report, per Owner, that shows the average ticket response times, over all tickets in the past year, and include a ticket count that they have been the owner of.

I can get one or the other currently.

My currently query will show a bar graph per department, for the past year, and a line chart of average response times.

SELECT AVG('Ticket Posts.Response Time') FROM 'Ticket Posts' WHERE 'Tickets.Creation Date' = monthrange(April 2015, April 2016) AND 'Tickets.Owner' =...

Assistance with report query
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Crash when exporting

June 1, 2016, 5:27 am
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Hello everyone!

I need your help. I have a problem when I do report's export with a lot of strings and columns. :( If I export in xlsx - errow "HTTP ERROR 500". If I export in csv - it is not work (Data don't separate on columns. And I see html tag <br> in 'Ticket Posts.Contents').


My report:
SELECT 'Tickets.Ticket ID', 'Tickets.Department', 'Tickets.Owner', 'Tickets.Type', 'Tickets.Priority', 'Tickets.Creation Mode', 'Tickets.Creation Date', 'Tickets.Resolved Date', CUSTOMFIELD('Tickets',...

Crash when exporting
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Data lifecycle

June 1, 2016, 2:13 pm
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Hello everyone!

How long data from ticket is available in system (it is possible get it through KQL)?

I don't find information about my qustion. I am sorry if my thread duplicated :oops:

Thank.
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Create a report of all tickets submitted by user

June 2, 2016, 11:45 am
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Hello Community Forum,

I'm new to the forum and have started to play with customized reports in Kayako.

I'm hoping that someone can assist me with creating a report where:
Lists all users and their ticketId (filtered by their email address) - In our organization our users are identifiable by their domain for example: @ab.sja.ca, @on.sja.ca, etc..)

Group by: the ticket status and department.

I have found a nice report that is close to what I'm looking for, but it is not what I'm needing....

Create a report of all tickets submitted by user
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SLA in resolved tickets

June 5, 2016, 3:49 am
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Hello!

What can I read helpfull information about SLA and SLA's report in Kayako? I don't understand how i may resive information about overdue/not overdue tickets, SLA plan in resolved tickets.

Thank for any help!
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Report for SPAM

June 5, 2016, 3:54 am
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Does anyone know how I can report SPAM and who has set a ticket to SPAM?
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What time zone do automated reports send in?

June 15, 2016, 11:36 am
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Hello-

A colleague in the UK asked me to create a report for him which runs at 11AM GMT. When I'm scheduling the report, there isn't an option to choose the time zone (we are using 4.70.2). Am I setting the report to run in my time zone or his (or something else)?

Thanks!
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KQL Reports on Tags

June 17, 2016, 1:11 pm
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I'm trying to generate a report showing

TICKETMASK ID, All Associated Tags

When generating a report with
SELECT 'Tickets.Ticket Mask ID', 'Tag Links.Tag' FROM 'Tickets', 'Tag Links' WHERE 'Tag Links.Tag Link ID' != '0' AND 'Tickets.Creation Date' = ThisMonth()

For each ticketmaskid it is created multiple times for each tag associated with the ticket (Multiple Rows). I would like 1 row for each ticketmaskid and if a ticket has multiple tags have it...

KQL Reports on Tags
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Dashboard for realtime stats and reports

June 21, 2016, 4:07 am
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We are in the process of creating a Dashboard to view real time stats and reports rather than have to run them manually all the time.

We'd like to know if others would be interested in purchasing this module if we developed it further for external use.

It would initially be a separate browser tab that Staff, Managers and Business Owners could view to quickly see things like:-

  • Average Response Time
  • Time for First Response
  • Average time to Close/Solve a ticket
  • Graph for Tags...

Dashboard for realtime stats and reports
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Staff logins / logouts

June 25, 2016, 5:13 pm
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Please can someone advise how to put together a report (in KQL) to list staff members and when they log in / log out of the Kayako system ?

Thanks in advance.
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Users with No Ticket History

June 29, 2016, 9:12 am
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Hi Guys

I have had a look through the forum but can not seem to find a solution to this. I want to be able to run a report that lists ALL users and the number of cases they have raised this year. I am currently using the query below but it does not include users who have raised '0' tickets this year. Is there query that shows all users and the number of cases raised including users who have raised no cases?

SELECT COUNT('Tickets.Ticket ID') FROM 'Tickets' WHERE 'Tickets.Creation Date' LIKE...

Users with No Ticket History
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