[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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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.
Answered 03/15/2010 by: airwolf
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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?
Answered 03/16/2010 by: sieb
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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.
Answered 03/16/2010 by: airwolf
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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...
Answered 03/16/2010 by: sieb
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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?
Answered 03/16/2010 by: airwolf
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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.
Answered 03/16/2010 by: sieb
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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 = 1


Change the user's name and the queue ID appropriately.
Answered 03/16/2010 by: airwolf
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Awesome! Just what I was looking for. Thanks!
Answered 03/16/2010 by: sieb
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