Knowledgebase

My worker reply totals in reports don't count imported tickets.

If your worker records didn't exist in Cerb4 prior to importing tickets (or the worker email addresses are different) then those replies won't be attributed to the proper workers.

It's a couple simple queries to sync this up in the database. Our goal is to flag any messages in the Cerb4 database that were sent by one of our worker's email addresses. In Cerb4 all messages are sent from the helpdesk itself, so it's easy to specifically identify these imported tickets.

First, run this query on your new database:
SELECT a.id AS address_id, w.id AS worker_id, w.email FROM worker w INNER JOIN address a ON (a.email=w.email);

For each row returned, run the following query (replace the bold sections):
UPDATE message SET worker_id = [worker_id], is_outgoing = 1 WHERE address_id = [address_id];

You can also repeat this process if there are additional e-mail addresses you want to associate with workers.

If you check your reports the totals should now be accurate.

Knowledgebase

My worker reply totals in reports don't count imported tickets.

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